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Government of Canada – DTPR AI Register

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AI Assistant for IT Support and Service Desk

Inform · Risk Assessment & Triage

What it collects that can identify you

About behaviour
Identifiable data
  • Conversational inputs from users — the queries, requests, and dialogue turns submitted by Government of Canada employees during IT support sessions.

Also collects operational data, which is anonymized data.

Run by
Public Services and Procurement Canada (PSPC)
Where
No fixed location
Kept
Not stated by the Helpful Places.
Shared with
Accountable organization, Vendor

What it is for

InformRisk Assessment & Triage

MAX is a conversational AI chatbot deployed by Public Services and Procurement Canada to help Government of Canada employees resolve common IT issues — such as password resets and software requests — without contacting a human agent. The system is available 24 hours a day and can escalate to a human agent when needed. Users are informed that they are interacting with an AI system, and the system handles personal information in the course of providing support.

What it collects and what happens to it

Data taken in

About behaviour
Identifiable data
  • Conversational inputs from users — the queries, requests, and dialogue turns submitted by Government of Canada employees during IT support sessions.
Operational data
Anonymized data
  • Knowledge base articles, IT service catalog entries, FAQs, and internal SOPs that form the system's reference corpus; also metadata from the ticketing system used for routing decisions.

Processing

Language Models
  • Natural-language processing and conversation management underpin the chatbot's ability to understand employee queries, generate guided responses, and conduct multi-turn IT support dialogues. The system is built on a Microsoft platform.
Search & Retrieval
  • Knowledge search capability retrieves relevant articles, SOPs, and catalog entries in response to employee queries, grounding chatbot responses in authoritative IT documentation.

What it does

Understanding (Semantic AI)
Human decides
  • Applies natural-language understanding to interpret employee IT support queries, match them to knowledge base articles and FAQs, and retrieve relevant guidance from the IT service catalog and internal SOPs.
Deciding (Analytical AI)
Human decides
  • Classifies and scores inbound IT requests to determine ticket routing and triage priority, deciding whether to resolve automatically (Tier-0/Tier-1) or escalate to a human agent; usage analytics also produce aggregate metrics for IT operations.

Outputs

A recommendation or prediction
Identifiable data
  • Guided workflow steps and how-to responses presented to the employee, along with triage decisions recommending self-service resolution or escalation to a human agent.
Operational data
Anonymized data
  • Usage analytics and aggregate metrics on ticket deflection rates, resolution times, and request categories — used by IT operations to monitor and improve service performance.

Run by

Public Services and Procurement Canada (PSPC)
  • The federal department responsible for deploying and operating the MAX IT service desk chatbot for Government of Canada employees.

GC AI Register — MAX (2526-PSPC-SPAC-006)

Built by

Microsoft
  • Technology vendor that provided the platform and core components underlying the MAX chatbot.

GC AI Register — MAX (2526-PSPC-SPAC-006)

Kept for

Not stated by the Helpful Places.

Shared with

Available to the accountable organization
  • Usage analytics and ticket metadata are available to Public Services and Procurement Canada IT operations for monitoring system performance and improving service delivery.
Available to vendor
  • As the technology platform provider, Microsoft may have access to data processed through its platform in accordance with applicable service agreements. The extent of vendor data access is not specified in the register entry.

Stored

Not stated by the Helpful Places.

How to read the colours

Can it identify you?

Anonymized data
Data about people with the link to who is broken. Stripped of identifiers, blurred, aggregated, or noised so this system can’t reasonably tie a record back to an individual.
Pseudonymous data
Each person’s data is tied to a token (hash, ID, template) that lets this system recognise the same person across events, but the token itself doesn’t reveal a name. Reidentification is possible with extra information.
Identifiable data
The data either contains a direct identifier (name, address, account name, recognisable face or voice, plate number) or carries a token this system uses to look up legal identity during processing.

Who completes the loop?

Human decides
This mode suggests; a person decides what to do next. The AI is always advisory — a human is in the loop on every decision. Example: a triage tool ranks cases for a clinician who chooses which to see first.
Human executes
This mode decides; a person carries out the result. Example: an optimizer plans the day’s trash-collection routes, and drivers run them.
Autonomous
This mode decides and acts on its own. No person reviews each decision or carries out the resulting action.

Definitions from the DTPR standard. Amber is about your data, violet about who decides. The fuller the shape and the deeper the colour, the more identifying the data or the less a person is involved.

What you can do

Ask about this system

Questions go to the Helpful Places, not the vendor.

Your rights

  • Right to Be Informed of AI UseGovernment of Canada employees are informed that they are interacting with an AI chatbot (MAX) rather than a human agent. AI use is disclosed to users as confirmed in the AI register entry.
  • Right to a Human ReviewEmployees can request escalation to a human agent when the chatbot cannot resolve their IT support request or when they prefer human assistance. This escalation pathway is a built-in capability of the system.

Risks and safeguards

  • Civil liberties harmThe system handles personal information from GC employees in the course of IT support interactions, raising concerns about monitoring and the boundaries of acceptable workplace data use.Safeguard: AI use is disclosed to users. The system is in development and is developed in part by PSPC, suggesting internal governance oversight. Escalation to a human agent is available, preserving employee choice over automated handling.