Customer Insight Tool
Description
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.
Detailed example
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
AI / analytics pattern
Natural Language Processing: AI that processes, interprets, and shares information in human language.
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 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.
Controls / human review
ATO: Yes; PIA: Not published
Data needed
No Agency data used for training