Hi Government community,
I wanted to share an exciting case study out of Australia around conversational feedback.
Venues NSW deployed conversational feedback capabilities 1 year ago and they chose to set this up as they were primarily getting vague comments.
Now when someone leaves a vague comment, AI follows up in the moment and asks why. Vague complaints become specific ones. Specific ones become things they could ACT upon.
Key results since launch:
- 70% more verbatim feedback at major events
- XM maturity score up a full point, from 1.33 to 2.33
- Insights specific enough to put in front of transport partners and drive real change
Tom Dellas, CX Manager at Venues NSW: "The tool changed the way we use verbatim feedback. It became something executives actually want to look at, because it tells a story instead of just listing gripes."
Read more on the case study here.
How are you using AI in your department?
Thanks!
