{"id":31822,"date":"2023-06-13T18:28:09","date_gmt":"2023-06-13T18:28:09","guid":{"rendered":"https:\/\/one.sightlinemg.com\/c4isrnet\/uncategorized\/2023\/06\/13\/meet-amelia-the-us-navys-conversational-ai-tech-support-tool\/"},"modified":"2026-08-08T18:30:30","modified_gmt":"2026-08-08T18:30:30","slug":"meet-amelia-the-us-navys-conversational-ai-tech-support-tool","status":"publish","type":"post","link":"https:\/\/one.sightlinemg.com\/c4isrnet\/industry\/2023\/06\/13\/meet-amelia-the-us-navys-conversational-ai-tech-support-tool\/","title":{"rendered":"Meet Amelia, the US Navy\u2019s conversational AI tech-support tool"},"content":{"rendered":"\n

WASHINGTON \u2014 The U.S. Navy will begin rolling out a conversational artificial intelligence program known as \u201cAmelia\u201d that\u2019s capable of troubleshooting and resolving the most commonly asked tech-support questions from sailors, Marines and civilian personnel.<\/p>\n\n\n\n

The full rollout, expected in August, is the latest step in the $136 million Navy Enterprise Service Desk venture, meant to modernize and consolidate more than 90 IT help desks into one central node. General Dynamics Information Technology announced it was awarded the NESD indefinite delivery, indefinite quantity contract<\/a> in late 2021.<\/p>\n\n\n\n

Sailors, Marines and civilians with a common access card and who can be verified through the Global Federated User Directory will be able to contact Amelia via phone or text. The program should serve more than 1 million users around-the-clock responses based on a depth of training and insider know-how. Additional applications, such as in a classified environment, could follow.<\/p>\n\n\n\n

\u201cPredominantly, we\u2019ve had to have agents around who had knowledge of \u2018how do I fix a specific issue,\u2019\u201d Travis Dawson, GDIT\u2019s chief technology officer for the Navy and Marine Corps<\/a> sector, told C4ISRNET in an interview. \u201cWell, that issue can be documented, right? And once it\u2019s documented, we can go ahead and have that resolved via automation, without the human interaction.\u201d<\/p>\n\n\n\n

While Amelia is taught to answer questions and complete repetitive tasks, Dawson said it is capable of more, such as sensing frustration in user queries.<\/p>\n\n\n\n

\u201cIn the AI world, I will tell you, they get really sensitive when you call conversational AI a bot<\/a>,\u201d he said. \u201cA bot has a back-ended script, right? So it\u2019s only going to tell you the answer that it knows. If it doesn\u2019t tell you, you sit at a dead end.\u201d<\/p>\n\n\n\t