Skip to content
This is NOT an official site of the Government of Canada. Click here for the official AI registry.

Helpful Places

Government of Canada – DTPR AI Register

Back to your search

AI Assistant for IT Support Knowledge and Self-Service

Inform

What it collects

Operational data
Anonymized data
  • Fusion knowledge articles — internal IT documentation, how-to guides, and service records maintained by NITSD — form the primary knowledge base ingested by the system at runtime.
About behaviour
Anonymized data
  • Queries typed by GC employees when searching for IT support information. The register states no personal information is involved; queries are treated as anonymous interactions.
Run by
Canada Revenue Agency (CRA)
Where
No fixed location
Kept
Not stated by the Helpful Places.
Shared with
Accountable organization

What it is for

Inform

This system is a generative AI tool built for Canada Revenue Agency employees to find answers to IT support questions without contacting the NITSD help desk directly. It draws on a unified repository of knowledge articles so staff can resolve common requests themselves. No personal information is collected or processed. Users are informed that they are interacting with an AI system.

What it collects and what happens to it

Data taken in

Operational data
Anonymized data
  • Fusion knowledge articles — internal IT documentation, how-to guides, and service records maintained by NITSD — form the primary knowledge base ingested by the system at runtime.
About behaviour
Anonymized data
  • Queries typed by GC employees when searching for IT support information. The register states no personal information is involved; queries are treated as anonymous interactions.

Processing

Language Models
  • Built on open-source large language model components to generate natural-language answers from retrieved knowledge article content.
Search & Retrieval
  • Retrieves relevant passages from Fusion knowledge articles to ground generated responses, functioning as a retrieval-augmented generation (RAG) pipeline.

What it does

Creating (Generative AI)
Human decides
  • The system uses generative AI to synthesize answers from knowledge articles in response to employee queries. Employees evaluate the generated response and decide how to act on it.
Understanding (Semantic AI)
Human decides
  • The system understands and retrieves meaning from a corpus of Fusion knowledge articles to match employee questions with relevant documentation.

Outputs

Generated content
Anonymized data
  • Natural-language answers and summaries drawn from NITSD knowledge articles, presented to GC employees in response to their IT support queries. No personal data is included in outputs.

Run by

Canada Revenue Agency (CRA)
  • The Canada Revenue Agency (CRA) is the federal department deploying this generative AI system to support its NITSD (National IT Service Desk) employees in resolving IT support requests.

Government of Canada AI Register — DWSD Evolution Gen-AI

Built by

Not stated by the Helpful Places.

Kept for

Not stated by the Helpful Places.

Shared with

Available to the accountable organization
  • System outputs and interaction logs (if any) are accessible to the Canada Revenue Agency. The system is an internal tool for GC employees only; outputs are not shared externally.

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 UseUsers are informed that they are interacting with an AI system. The register confirms AI use is disclosed to users.
  • Right to Algorithmic TransparencyThis system is listed on the Government of Canada's public AI register, providing transparency about its purpose, data sources, and the fact that no personal information is processed.

Risks and safeguards

No risks or safeguards have been published for this system yet.