DHS/USCIS/PIA-065 Live Chat

May 19, 2017. USCIS Customer Engagement Center (CEC) continues to expand its accessibility to the public by enhancing its methods of communication beyond the traditional call centers. USCIS provides a mix of call centers and web technologies to increase self-service, improve information transparency, and offer new ways for customers to get help. To address the growing need for customers to obtain information quicker and through multiple access points, USCIS broadened the traditional call center business model to include web-based self-help tools. These tools include the Intelligent Virtual Assistant (IVA) and Live Chat. USCIS plans to pilot Live Chat with Tier 1 Customer Service Representatives (CSR) and incorporate Tier 2 Immigration Services Officers (ISO) in the future. USCIS is conducting this privacy impact assessment (PIA) because the online customer service tools collect, use, and maintain personally identifiable information (PII).