Most people who have interacted with a government agency recently can agree; whatever the state of commercial customer support, government customer support lags behind significantly. In fact, studies have found that government services typically lag between five and 15 points behind other industries in terms of customer satisfaction and trust.
At the same time, customers are becoming accustomed to anytime/anywhere omnichannel support from the private sector, and they are expecting the same from government entities.
Seeing a need to improve government customer experiences, President Biden issued an executive order in 2021 requiring federal agencies to improve the quality of their service. It’s an important step in building trust: people who were "extremely satisfied" with government services are 6.1 times more likely to say they trust federal agencies will do the right thing.
And so, AI-powered conversational analytics and natural language processing (NLP) solutions provider Qualtrics recently announced the FedRAMP Moderate Authorization of the company's full suite of technologies, available in XM Discover. FedRAMP provides a standardized approach to security authorizations for cloud service offerings. The designation enables the federal government to access Qualtrics' technology to build a richer understanding of people's experiences with its services.
Federal agencies can use Qualtrics to capture every piece of structured and unstructured customer feedback shared with them – including call center conversations, chat, social media posts, reviews and surveys – while complying with security and risk assessment requirements for cloud technologies and federal agencies consistent with FedRAMP Moderate. The achievement affirms that the AI and machine learning capabilities built into the Qualtrics XM Platform meet federal security.
"Federal agencies demand robust, secure, and scalable solutions to manage their extensive sensitive data,” noted Matt Chong, Vice President of Qualtrics Federal. “Achieving FedRAMP status is a significant milestone for Qualtrics conversational analytics, enabling federal agencies to harness the full potential of Qualtrics' insights and AI-based unstructured data analytics with confidence. In alignment with the federal Executive Order on Transforming Federal Customer Experience and Service Delivery, Qualtrics excels in listening, understanding, and taking action based on customer feedback."
Edited by
Alex Passett
