Comment Actionability Likelihood Score
Description
Many comments submitted through the BLS.gov customer satisfaction survey are not actionable (i.e., do not provide an issue or explanation of what could improve the user experience). Non-actionable submissions increase the burden on those tasked with reviewing comments.
Detailed example
The output is a logistic regression model's predicted probability that a comment would be labeled as actionable feedback for the agency.
AI / analytics pattern
Classical/Predictive Machine Learning: Models trained on data to make predictions or classifications based on identified patterns or relationships.
Automation level / stage
c) Deployed – The use case is being actively authorized or utilized to support the functions or mission of an agency.
Expected benefit
The tool reduces the burden on those tasked with reviewing these comments by providing them with a means to sort them by how actionable they are likely to be.
Audit / financial statement impact
Used for customer feedback survey and assists staff with reviewing comments, does not replace human involvement
Controls / human review
ATO: No; PIA: N/A
Data needed
Customer satisfaction survey responses that are collected through a Touchpoints form on BLS.gov