VA Health Connect (VAHC) Customer Relationship Management (CRM) - contact quality analysis
Description
There are very few tools available to evaluate the content of a Clinical Contact Center (CCC) Contact to provide insight into the purpose, tenor of the call, satisfaction of the Veteran, and identify Medical Support Assistant (MSA) training opportunities. AI will provide a window into the overall quality of the call based on the purpose, content, and resolution of the contact.
Detailed example
Contact quality metrics, data for additional analysis to identify trends, training opportunities, and self-service options.
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
a) Pre-deployment – The use case is in a development or acquisition status.
Expected benefit
Improved insight into the quality of cases received by the CCC to identify training opportunities, trends, identify opportunities to provide Veteran self-service options.
Controls / human review
ATO: Not reported; PIA: Not published