Voice of the Customer

Overview

Development stage

DeployedSource: c) Deployed – The use case is being actively authorized or utilized to support the functions or mission of an agency.

High-impact designation

Not high-impactSource: c) Not high-impact

Impact justification

Not reported

Start date

2024-08-30 (day precision)Source: 2024-08-30T00:00:00

Withheld from public reporting

NoSource: a) No

Mission

Topic area

Service Delivery

Operational functions

Public-facing customer service Derived by keyword rules; see methodology

Problem the AI is intended to solve

The Office of the Chief Financial Officer, Customer Experience Team works across the department to develop a deep understanding of who our customers are and how we can best serve their needs.

Expected benefits

The Voice of the Customer application brings the best-in-class voice transcription, speech, and text analytics to customer feedback surveys, contact center calls and chats. It allows HUD to unlock critical insights that provide deeper understanding of how to support and manage our program/service delivery and contact center providers, and ultimately to improve customers’ experiences.

System outputs

Text visualizations in reports/dashboards to trend, baseline, and identify key drivers of overall customer sentiment and service delivery performance.

Technology

AI classification

Generative AISource: Generative AI: AI that generates new or synthetic content (e.g., images, videos, audio, text, code).

System name(s)

Voice of the Customer (VoC)

Custom-developed code

No

Public source code

Not reported

Sourcing

How it was built

Purchased from vendorSource: a) Purchased from a vendor

Vendor (as reported)

Medallia; Qualtrics

Vendors (standardized)

MMedalliaQQualtrics

A vendor is the supplier named by the agency. It does not identify the underlying model or AI technology.

Data and privacy

Involves PII

Yes

Privacy Impact Assessment

Not reported

Authorization to Operate

Yes

Demographic features

k) None of the above

Training and evaluation data

This system allows HUD to build surveys of varying complexity, distribute surveys via different delivery methods, centrally manage customer feedback data, and enable enterprise-wide qualitative and quantitative data analysis on both data collected through the system and data imported into the system. The Voice of the Customer data can come in through a variety of ways. It can be a web/paper survey, a phone call, an email, or anything having all that separate data on one platform will help OCFO’s Customer Experience team hear what customers have to say holistically. The gathered feedback is both customer and employee experience data as it pertains to their interactions with HUD. Contact information will be requested, but is voluntary/optional, and is only collected/used for future research. This would include gathering a person’s name and contact information they are willing to provide (email or phone number). This data would be used for research purposes only to further investigate how to improve customers’ experiences with HUD. These interactions would include moments when the customer/employee interacts with HUD (For example, a customer visits the HUD website for information, or an employee visits the intranet for information). The data would be collected via surveys or conversations regarding their experience within that specific moment and/or overall experience.

Federal Data Catalog

Not reported

Governance

0 of 8 minimum-practice questions answered. A blank answer means the agency reported nothing; it does not mean the practice is absent.

Potential impacts and how they were identified

Not reported