DOC Sources Sought: USPTO CX Management Platform

Notice ID ACQ-22-0000

“Description

The USPTO is seeking qualified businesses to provide a customer experience (CX) management platform or customer feedback management (CFM) platform for a multi-channel collection, measurement, and analysis of qualitative and quantitative customer feedback along the entire customer journey. The CFM platform should also track and control survey feedback invitations across channels; integrate with a customer relationship management (CRM) and Information Technology Service Management (ITSM) platforms; provide artificial intelligence (AI) sentiment and text analytics of qualitative customer feedback; utilize social listening capabilities; and provide customer journey mapping and customer persona development services…”

“Capability statements should describe your product’s ability to collect, measure, analyze, and tailor multi-channel customer feedback to inform the design, development, and evaluation of digital and inperson services and procedures. The USPTO is seeking commercial products to collect customer feedback on web, email, digital services, mobile app, voice, short message service (SMS), in-person, social media, and other mediums via survey, feedback form, interactive voice response (IVR), and other new or innovative targeted feedback mechanisms. Existing integration points with other software, such as customer relationship management (CRM) and data visualization tools, is also relevant.

The USPTO also seeks information on best practices for customer research models and metrics, including but not limited to the incorporation of metrics required under OMB Circular A-11, Section 280. The USPTO also hopes to leverage artificial intelligence (AI) to analyze and synthesize qualitative feedback across channels to determine sentiment and prevailing trends amongst the voice of their customers. The USPTO also seeks information on the types of support and analysis your company offers. This includes interest in leveraging data insights to create and maintain customer journey maps and personas…”

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