GSA Leveraging AI-Based Tool to Enhance Customer Experience, Official Says

The General Services Administration is pursuing customer experience enhancement, one of the three priorities of the President’s Management Agenda, through “Gov CX Analyzer,” an artificial intelligence-based, open-source tool, GSA Administrator Robin Carnahan said.

Speaking at a recent Workday Federal Forum, Carnahan explained that improved survey information and feedback forms comprise the tool’s mechanism for the agency to follow customers’ interaction with the GSA website. The approach goes beyond customers filling up a survey form, and it “completely unlocks the potential” to plot ways toward customer service improvement and pinpointing and overcoming its challenges, she added.

The Office of Management and Budget earlier undertook a similar initiative on tracking customer experience through an analytics tool harnessing the performance indicators from the GSA’s site scanner program, FedScoop reported.

The GSA’s support to federal agencies in improving customer experience also includes advisory services from TTEC Government Solutions. In September, the agency awarded the company a service contract valued at more than $4 million.