Automated Action Item Distribution from Survey Feedback
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Solution Overview
Problem
Conventional systems for managing customer feedback from electronic surveys are inefficient, as they struggle to timely and effectively parse and interpret large-scale data, leading to delayed or overlooked responses, and lack defined accountability and proper distribution of actionable tasks within organizations.
Innovation Solution
A system and method that generates action items based on customer feedback, electronically distributes them to appropriate personnel, and provides reminders to ensure timely performance, using rules and conditions defined by administrators to automate the process and integrate with existing platforms for user response.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Measurement precision
If manual review of electronic survey information is performed, then individual customer feedback can be analyzed, but the process becomes inefficient and costly when dealing with massive amounts of data
Solution Approach 1:
The patent replaces manual mechanical review processes with automated computer-based systems that parse, interpret, and generate action items from electronic survey data. The system automatically processes large volumes of feedback without human intervention for initial analysis, while still maintaining the ability to identify meaningful customer insights.
Solution Approach 2:
The system enables self-service by allowing the electronic survey system to automatically generate and distribute action items to appropriate personnel without requiring manual intervention. The automated workflow includes parsing feedback, creating tasks, assigning them to responsible parties, and tracking completion status.
2Productivity
If automated systems process large-scale survey data, then processing efficiency improves, but the system must handle and distribute information effectively to appropriate personnel
Solution Approach 1:
The patent segments the processed feedback information into discrete action items with specific attributes including task description, priority level, and assigned personnel. Each action item is a distinct unit that can be independently tracked and managed, ensuring that actionable information is properly distributed and not lost in the volume of processed data.
Solution Approach 2:
The system implements feedback loops where action items are distributed to personnel, their completion status is tracked, and results are fed back into the system. This ensures that processed information leads to actionable outcomes and allows for continuous improvement of the feedback processing system.
3Reliability
If action items are distributed to personnel, then accountability is established, but follow-up and reminder mechanisms are needed to ensure timely completion
Solution Approach 1:
The patent implements periodic reminder actions where the system automatically sends notifications to personnel at scheduled intervals to prompt completion of pending action items. This periodic follow-up ensures that tasks are not forgotten or delayed, maintaining both accountability and timely completion.
Solution Approach 2:
The system provides continuous feedback to personnel regarding their action item completion status, sending reminders and notifications that create a feedback loop. This ensures personnel are aware of their responsibilities and deadlines, reducing delays while maintaining accountability.
Data Source
AI summary
Embodiments of the present disclosure relate to generating and distributing action items in response to responses and further performing various reminder actions for the action items. In particular, systems and methods disclosed herein facilitate implementation of action items in response to receiving feedback data within responses to electronic survey questions. For example, systems and methods disclosed herein facilitate generating action items in response to given customer responses to one or more electronic survey questions. Additionally, systems and methods disclosed herein provide one or more reminders to one or more entities to follow up and ensure performance of various tasks associated with respective action items.