OMB Individually Reported
Evaluating Customer Feedback and Sentiments with AI
Low riskExact public inventory row
Description
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.
Detailed example
Multiple outputs include categorization, summarization, and analysis of customer feedback.
AI / analytics pattern
Generative AI: AI that generates new or synthetic content (e.g., images, videos, audio, text, code).
Automation level / stage
b) Pilot – The use case has been deployed in a limited test or pilot capacity.
Expected benefit
Greater insights about user experiences with consular services and the impact of service changes.
Controls / human review
ATO: Yes; PIA: Not published
Data needed
Open-source customer feedback data and other data, including data collected through customer surveys and by in-house researchers.