MAIA is a conversational AI chatbot developed in part by the Canada School of Public Service and integrated into the Client Contact Centre. The system uses advanced semantic search capabilities to help answer questions from Government of Canada employees by searching through frequently asked questions and the CSPS course catalogue. The chatbot is currently in production and serves as a first-line support tool for employees seeking information about courses and services.
The system incorporates privacy-preserving technology including personally identifiable information (PII) masking to protect sensitive data during conversations. MAIA does not collect or process personal information about individual users—instead, it focuses on providing informational support based on institutional knowledge and resources. All interactions are processed through Amazon Web Services infrastructure.
This AI system has been designed with transparency and accountability in mind. Employees interacting with MAIA should understand that they are communicating with an automated system that retrieves information from pre-existing organizational resources rather than making decisions about them.
