WASHINGTON — The U.S. Navy will begin rolling out a conversational artificial intelligence program known as Amelia that can troubleshoot and resolve the most common technical support questions from sailors, Marines and civilians.
The full rollout, scheduled for August, is the latest phase of the Navy’s $136 million Enterprise Service Desk program, which will modernize and consolidate more than 90 IT helpdesks into one central node. It is an object. General Dynamics Information Technology announced in late 2021 that he has been awarded a NESD Permanent Delivery, Permanent Quantity Contract.
Sailors, Marines and civilians who have a common access card and can be verified through the Global Federated User Directory will be able to contact Amelia by phone or text. The program requires her round-the-clock coverage of over a million users, based on extensive training and insider know-how. Additional applications, such as in sensitive environments, may follow.
“Mostly, we needed to have agents around us who had the knowledge of ‘how do we go about solving a particular problem,’” said Travis, chief technology officer for GDIT’s Navy and Marine Corps Division.・Mr. Dawson said in an interview with C4ISRNET. “Well, the problem can be documented, right? And once it is documented, automation can solve the problem without human intervention.”
Amelia is taught to answer questions and complete repetitive tasks, but Dawson said Amelia can do more than that, such as sensing the frustration of users’ queries. rice field.
“In the AI world, calling conversational AI a bot is very sensitive,” he said. “The bot has a backend he script, right? So it only tells you the answers it knows.
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If Amelia can’t answer your question or resolve your issue, you can transfer the issue to a live agent. This is the kind of human-to-human interaction traditionally associated with connectivity issues and account locks. According to Dawson, Amelia has seen a “significant” reduction in the number of abandoned calls in testing and “very high first call resolution rates in the high 90th percentile.”
“People are getting answers faster than ever before,” he said.
The Pentagon is spending billions of dollars on AI advancement and deployment. This technology has been applied both on the battlefield and in the boardroom. It can help identify targets mounted on combat vehicles and parse large amounts of personnel and organizational information.
GDIT, a division of General Dynamics, the world’s fifth-largest defense contractor by revenue, announced in May a technology investment strategy focused on zero trust cybersecurity, 5G wireless communications, automation of IT operations, AI and more. started.
The company provided C4ISRNET with a rendering of Amelia as a uniformed female sailor. There was no explanation for her name or gender choice.
“A future requirement was to integrate AI capabilities,” said Dawson. “And with the automation that is prevalent today, Amelia met that requirement.”
Colin Demarest is a reporter for C4ISRNET covering military networks, cyber and IT. Colin previously covered the Department of Energy and its National Nuclear Security Agency, the Cold War cleanup and nuclear weapons development, for a daily South Carolina newspaper. Colin is also an award-winning photographer.
