MAX is a conversational AI assistant developed by Public Services and Procurement Canada (PSPC) to provide 24/7 IT support to Government of Canada employees. The system helps employees with common IT requests such as password resets, software requests, and how-to guidance. By automatically handling routine support tickets (Tier-0 and Tier-1 issues), MAX aims to reduce wait times, improve resolution speed, and free up IT support staff to focus on more complex problems. The system can escalate issues to human agents when needed.
This AI system is currently in development and involves the collection and processing of personal information from employees who interact with it. The system uses natural language processing to understand questions, searches internal IT knowledge bases and service catalogs, and learns from usage patterns to continuously improve its responses. Employees should be aware that their interactions with MAX, including the questions they ask and issues they report, are processed and analyzed by the system.
MAX was developed in partnership with Microsoft and is designed to operate continuously to serve Government of Canada employees regardless of time of day or day of week.
