SSA · no agency ID · record R3110

Customer Insight Tool

Social Security Administration · Chief Information Officer, Analytics and Improvements

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: 2021-08-01 (day precision)Source: 8/1/2021 0:00
Withheld from public reporting: NoSource: a) No

Mission

Topic area: Service Delivery
Operational functions: Translation and transcription Derived by keyword rules; see methodology

Problem the AI is intended to solve

SSA uses a survey system to deliver and manage customer surveys. Part of the deployed system includes an AI capability for performing text analytics for identifying and tracking customer sentiments and key trends.

Expected benefits

The AI-powered text analytics capability within SSA’s survey system helps the agency better understand customer experiences by analyzing unstructured feedback. It outputs sentiment ratings, categorized themes, suggested actions, customer effort indicators, and translated text. These insights enable early detection of emerging trends and provide a clearer view of positive and negative drivers in customer interactions, supporting more responsive and informed service improvements for the public.

System outputs

Survey analysis tool that evaluates sentiment and categorization. Current capabilities include: 1. Machine Translation - using algorithms to automatically translate text from one language to another 2. Sentiment Analysis - classifies text into negative, positive and neutral sentiment 3. Categorization - system-generated groupings of conceptually-related words and phrases based on phrase-level feedback 4. Suggested Actions - uncovers explicit suggestions from feedback text 5. Customer Effort - aimed to recover explicit mentions of effort in feedback text

Technology

AI classification: Natural language processingSource: Natural Language Processing: AI that processes, interprets, and shares information in human language.
System name(s): Customer Feedback Tool (CXFT)
Custom-developed code: No
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): Medallia
Vendors (standardized): Medallia

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: Not reported
Training and evaluation data: No Agency data used for training
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.

Pre-deployment testingNo answer reported

AI impact assessmentNo answer reported

Independent reviewNo answer reported

Ongoing monitoringNo answer reported

Operator trainingNo answer reported

Fail-safeNo answer reported

Appeal processNo answer reported

User and public consultationNo answer reported

Potential impacts and how they were identified

Not reported