The U.S. Navy has provided a glimpse of a conversational artificial intelligence program designed to supply technical support to sailors, Marines and its civilian personnel, Defense News reported Wednesday.
The conversational AI, which has been named Amelia, will be launched in August as part of the $136 million Navy Enterprise Service Desk venture.
In 2021, General Dynamics Information Technology was awarded an indefinite-delivery/indefinite-quantity contract to modernize and consolidate the service branch’s more than 90 IT help desks.
Amelia is designed not only to finish repetitive tasks, but also to sense frustration in users asking questions, Travis Dawson, GDIT’s chief technology officer for the Navy and Marine Corps, explained in a previous interview with C4ISRNET. It is programmed to forward problems beyond its capability to a live agent, resulting in first-contact resolution rates in the higher 90 percentile, Dawson noted.
The AI tool can be accessed round-the-clock through phone or text by personnel registered in the Global Federated User Directory.