Voice of the Customer
Description
The Office of the Chief Financial Officer, Customer Experience Team works across the department to develop a deep understanding of who our customers are and how we can best serve their needs.
Detailed example
Text visualizations in reports/dashboards to trend, baseline, and identify key drivers of overall customer sentiment and service delivery performance.
AI / analytics pattern
Generative AI: AI that generates new or synthetic content (e.g., images, videos, audio, text, code).
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 Voice of the Customer application brings the best-in-class voice transcription, speech, and text analytics to customer feedback surveys, contact center calls and chats. It allows HUD to unlock critical insights that provide deeper understanding of how to support and manage our program/service delivery and contact center providers, and ultimately to improve customers’ experiences.
Controls / human review
ATO: Yes; PIA: Not published
Data needed
This system allows HUD to build surveys of varying complexity, distribute surveys via different delivery methods, centrally manage customer feedback data, and enable enterprise-wide qualitative and quantitative data analysis on both data collected through the system and data imported into the system. The Voice of the Customer data can come in through a variety of ways. It can be a web/paper survey, a phone call, an email, or anything having all that separate data on one platform will help OCFO’s Customer Experience team hear what customers have to say holistically. The gathered feedback is both customer and employee experience data as it pertains to their interactions with HUD. Contact information will be requested, but is voluntary/optional, and is only collected/used for future research. This would include gathering a person’s name and contact information they are willing to provide (email or phone number). This data would be used for research purposes only to further investigate how to improve customers’ experiences with HUD. These interactions would include moments when the customer/employee interacts with HUD (For example, a customer visits the HUD website for information, or an employee visits the intranet for information). The data would be collected via surveys or conversations regarding their experience within that specific moment and/or overall experience.