Customer Sentiment

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

Human Resources

Operational functions

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

Problem the AI is intended to solve

Proactively identify drops in customer service as perceived by the customer.

Expected benefits

Data assists in the proactive identification of ways to change customer service that can positively impact customer experience with teams.

System outputs

The AI system assigns a number to customer comments between 0 and 1 with 1 being very positive comments.

Technology

AI classification

Natural language processingSource: Natural Language Processing: AI that processes, interprets, and shares information in human language.

System name(s)

Not reported

Custom-developed code

No

Public source code

Not reported

Sourcing

How it was built

Developed in-houseSource: b) Developed in-house

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