2_use_case_name: Classifying Qualitative Data with Medallia
3_agency: General Services Administration
3_abr: GSA
4_bureau: FAS (TTS)
8_topic_area: Other
8_question_type: Qualitative Data Analysis
10_commercial_ai: None of the above.
11_purpose_benefits: USA.gov has a lot of customer-driven qualitative data to be classified into topics: survey comments from multiple surveys, web chat transcripts, contact center agent case notes, and search box queries. It is important to know the topics of the text chunks. This is very challenging because of the massive diversity of USA.gov's content and topics covered. The focus is on Medallia, which offers natural language processing in which users can create rules based on words and their relationships with other words to tag qualitative data with our topics (passports, tax refunds, etc.). Medallia also uses AI to do classifying on its own. However, value has not been derived from this functionality and it is therefore not in use.

12_outputs: Topic Groups / Classification
16_dev_stage: Acquisition and/or Development
17_impact_type: Neither
18_date_initiated: 4/1/2020
22_dev_method: Developed with contracting resources.
24_hisp_support: No
25_hisp_name: Public Experience Portfolio – GSA 
26_public_service: Enable increased self-service through an expansion of digital costumer service tools
27_public_info: No
29_contains_pii: No
30_saop_review: No
31_data_catalog: No
34_data_docs: Documentation is missing or not available: No documentation exists regarding maintenance, composition, quality, or intended use of the training and evaluation data.
37_custom_code: No
38_code_access: No – agency does not have access to source code.
40_has_ato: Yes
41_system_name: USA.gov
42_dev_tools_wait: Less than 6 months
43_infra_provisioned: Yes
45_compute_request: No
47_timely_resources: Yes
49_existing_reuse: None: This use case does not re-use any internally developed tooling or managed infrastructure from any other AI development efforts within the agency.
50_internal_review: No documentation is available: No documentation detailing model performance metrics, model architecture, features and intended use of the models have been created or are currently accessible to other data science teams within the agency.
51_extension_request: No – Agency did not request an extension for this use case.
52_impact_assessment: No
53_real_world_testing: No testing: No testing of the model to simulate performance in an operational environment has been conducted thus far.
55_independent_eval: Planned or in-progress
56_monitor_postdeploy: No monitoring protocols have been established: Necessary infrastructure needed to perform monitoring of AI systems in production is not available and/or a plan to monitor models has not yet been established.
57_autonomous_impact: No - Some individual decisions or actions require direct human oversight.
59_ai_notice: N/A - individuals are not interacting with the AI for this use case
61_adverse_impact: No
63_stakeholder_consult: None of the above
65_appeal_process: No – Law, operational limitations, or governmentwide guidance precludes an opportunity for an individual to appeal.
66_no_appeal_reason: Law, operational limitations, or governmentwide guidance precludes an opportunity for an individual to appeal.
67_opt_out: No – This AI use case is not subject to the opt-out requirement because the AI functionality is solely used for the prevention, detection, and investigation of fraud or cybersecurity incidents, or the conduct of a criminal investigation.