Chatbot (B2C)
VA Chatbot is a tool with the mission of providing self-service options for users to problem solve and complete tasks on their own, with little to no human intervention. Scaled the Chatbot to a usage of ~10K users per month, thereby reducing call center volume.
Role: Technical Lead
Led the delivery with the help of a team of 14 (10 Devs, 1 QA, 1 XD, 1 ProjM, 1 ProdM).
Microsoft Copilot (formerly Power Virtual Agent), Microsoft Bot Framework SDK, Microsoft Power Platform, Azure Cognitive Services for AI (Custom Question Answering, Conversational Language Understanding), Microsoft Webchat, OpenAI APIs, React/Redux (FE), Ruby on Rails API (BE), Jest, Terraform, Docker
The tool exists in Beta on the VA.gov contact us page. The usage of the platform was ever increasing while we kept adding features.