Veteran Experience Office Retention/Trust Models in Customer Experience Insights

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

Not reported

Withheld from public reporting

Not reported

Mission

Topic area

Other

Operational functions

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

Problem the AI is intended to solve

The models reside in Customer Experience Insights. The inputs are CDW VISTA data and CX Insights data. The outputs are predictions of veteran trust and retention given veteran experience inputs. The purpose of the models is to predict whether a veteran would say they trust the VA (Trust) and whether they would continue to receive care with VA (Retention) based on their experiences with VA. The intended use is to understand drivers of these important metrics. The problem to be solved is to programmatically identify drivers of veteran experience to inform methods of improving experience metrics such as retention and trust.

Expected benefits

Improved veteran experience, improved veteran trust, improved veteran retention.

System outputs

Predicted trust, predicted retention, driver importance metrics, driver impact metrics on output variables.

Technology

AI classification

Classical / predictive MLSource: Classical/Predictive Machine Learning: Models trained on data to make predictions or classifications based on identified patterns or relatio…

System name(s)

Not reported

Custom-developed code

Yes

Public source code

Not reported

Sourcing

How it was built

Contract and in-houseSource: c) Developed with both contracting and in-house resources

Vendor (as reported)

Not reported

Vendors (standardized)

None on the standard list

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

Data and privacy

Involves PII

Not reported

Privacy Impact Assessment

Not reported

Authorization to Operate

Not reported

Demographic features

Not reported

Training and evaluation data

Not reported

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