Evaluating Customer Feedback and Sentiments with AI

Overview

Development stage

PilotSource: b) Pilot – The use case has been deployed in a limited test or pilot capacity.

High-impact designation

Not high-impactSource: c) Not high-impact

Impact justification

Not reported

Start date

2024-07-01 (day precision)Source: 07/01/2024 00:00:00

Withheld from public reporting

NoSource: a) No

Mission

Topic area

Service Delivery

Operational functions

Document processing and extraction, Summarization Derived by keyword rules; see methodology

Problem the AI is intended to solve

To leverage Natural Language Processing (NLP) and secure Large Language Models (LLM) on unstructured text data to identify actionable insights to drive customer improvement initiatives.

Expected benefits

Greater insights about user experiences with consular services and the impact of service changes.

System outputs

Multiple outputs include categorization, summarization, and analysis of customer feedback.

Technology

AI classification

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

System name(s)

PA

Custom-developed code

Yes

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

No

Privacy Impact Assessment

Not reported

Authorization to Operate

Yes

Demographic features

k) None of the above

Training and evaluation data

Open-source customer feedback data and other data, including data collected through customer surveys and by in-house researchers.

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