Automatic Call Distribution System for Real-Time Client Feedback

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Solution Overview

Problem

Current methods for measuring client satisfaction through surveys are often administered at a later time than the service delivery, making it difficult for organizations to identify and address immediate client concerns or organizational successes, as they are typically independent of the service itself.

Innovation Solution

An automatic call distribution system integrated with an interactive voice response system that routes incoming calls to a call agent and subsequently to an IVR system for real-time or near real-time client feedback surveys, eliminating the need for additional materials or personnel and allowing for immediate analysis of results.

Engineering Contradictions & Design Principles

VSEngineering Contradiction Analysis

1Loss of energy

If surveys are administered at a later time than service delivery, then organizational resources and personnel are reduced, but the ability to identify and address immediate client concerns deteriorates

Engineering Contradiction:

Improveorganizational resourcesVSAvoidfeedback timing

Core Design Contradiction:

Loss of energyVSLoss of time

Solution Approach 1:

The patent combines the service delivery process and survey administration into a single integrated workflow. The survey is administered immediately after service completion through the same communication channel, eliminating the time delay between service and feedback collection while utilizing existing organizational resources efficiently.

Inventive Principle:

Principle #5Merging (Combining)

Solution Approach 2:

The system prepares and deploys the survey instrument in advance, ready for immediate administration once service completion is detected. This preliminary preparation enables seamless transition from service delivery to feedback collection without requiring additional resources or time.

Inventive Principle:

Principle #10Preliminary action

2Ease of operation

If surveys are administered independently of service delivery, then operational simplicity is maintained, but the relevance and actionability of feedback deteriorates

Engineering Contradiction:

Improvesurvey administrationVSAvoidcontextual information

Core Design Contradiction:

Ease of operationVSLoss of information

Solution Approach 1:

The system implements a closed-loop feedback mechanism where client responses are immediately captured and routed to relevant personnel. The feedback is directly tied to the specific service interaction, ensuring contextual relevance while maintaining operational simplicity through automated processing and distribution of results.

Inventive Principle:

Principle #23Feedback

Solution Approach 2:

The patent introduces an automated intermediary system that bridges service delivery and feedback collection. This intermediary automatically administers surveys, captures responses, and distributes results without requiring direct human intervention in each step, thus maintaining ease of operation while preserving contextual information through systematic data linking.

Inventive Principle:

Principle #24Intermediary (Mediator)

3Quantity of substance

If traditional survey methods are used, then implementation cost is reduced, but real-time analysis and response capability deteriorates

Engineering Contradiction:

Improveimplementation resourcesVSAvoidfeedback analysis speed

Core Design Contradiction:

Quantity of substanceVSProductivity

Solution Approach 1:

The patent replaces manual survey processing with an automated electronic system that uses computer telephony integration and database management. This substitution eliminates the need for physical survey materials and manual data entry, maintaining low implementation costs while enabling real-time analysis and immediate response capability through automated processing.

Inventive Principle:

Principle #28Mechanics substitution (Replace mechanical system)

Solution Approach 2:

The system enables self-service survey administration where clients automatically receive and complete surveys through the communication channel already established during service delivery. This self-service approach eliminates the need for additional personnel to administer surveys while enabling immediate capture and analysis of feedback through automated digital processing.

Inventive Principle:

Principle #25Self-service

Data Source

PatentUS7609832B2Real-time client survey systems and methods

Publication Date: 2009.10.27 BELLSOUTH INTELLECTUAL PROPERTY CORPORATION(US)

AI summary

A system and method is provided that includes an automatic call distribution system adapted to communicate over a network and includes a first software control module. The automatic call distribution system is configured to route incoming calls received from the network to a call agent station in communication therewith based on the availability of call agent station. The system provides an interactive voice response system in communication with the automatic call distribution system for administering a survey to a client in communication with the call agent station. Under the control of the first software control module, the automatic call distribution system routes the incoming call from the call agent station to the interactive voice response system for administering the survey to the client.