Veteran Experience Office Retention/Trust Models in Customer Experience Insights
Description
The models reside in Customer Experience Insights. The inputs are CDW VISTA data and CX Insights data. The outputs are predictions of veteran trust and retention given veteran experience inputs. The purpose of the models is to predict whether a veteran would say they trust the VA (Trust) and whether they would continue to receive care with VA (Retention) based on their experiences with VA. The intended use is to understand drivers of these important metrics. The problem to be solved is to programmatically identify drivers of veteran experience to inform methods of improving experience metrics such as retention and trust.
Detailed example
Predicted trust, predicted retention, driver importance metrics, driver impact metrics on output variables.
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
Improved veteran experience, improved veteran trust, improved veteran retention.
Controls / human review
ATO: Not reported; PIA: Not published