Real-Time Audio Feedback Processing via Virtual Assistant
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Solution Overview
Problem
Conventional feedback systems are inefficient in capturing real-time customer and employee experiences, failing to accurately capture true emotions and often result in delayed or missed feedback, which hinders businesses from taking timely remedial actions to improve customer experience.
Innovation Solution
A computer-implemented method for processing audio feedback through a virtual assistant or voice recognition platform, which determines business names and locations, and routes feedback to the appropriate client accounts within a company's organizational hierarchy for analysis and action.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Loss of time
If conventional feedback systems are used, then feedback can be captured through third-party applications, but the feedback is delayed and businesses cannot take timely remedial actions
Solution Approach 1:
The system proactively captures feedback at the moment it occurs by monitoring communications between customers and business systems (email servers, mobile devices, voice systems) before the customer completes their interaction. This preliminary capture ensures feedback is obtained in real-time without delay, allowing businesses to immediately address issues while they are still relevant.
Solution Approach 2:
The patent introduces an intermediary feedback capture system that sits between the customer and the business systems. This intermediary monitors and captures feedback data from various communication channels (email, voice, mobile) without requiring the customer to manually submit feedback through third-party applications, thereby eliminating delay while maintaining accuracy.
2Productivity
If customers are invited to submit feedback via email or text, then feedback can be collected, but customers may miss or ignore the invitation and feedback is not captured in real-time
Solution Approach 1:
The system enables automatic feedback capture without requiring customer action to initiate the process. By monitoring communications and automatically detecting feedback expressions in emails, voice messages, or mobile communications, the system eliminates the need for customers to respond to invitations or manually submit feedback, ensuring real-time capture regardless of customer responsiveness.
Solution Approach 2:
The system implements continuous monitoring of communication channels to detect feedback expressions as they occur. This creates an automatic feedback loop where feedback is captured the moment it is expressed in communications between the customer and business systems, eliminating timing delays associated with manual invitation-based collection.
3Measurement precision
If audio feedback is captured in real-time, then true customer emotions can be analyzed, but the system complexity increases to process and route feedback appropriately
Solution Approach 1:
The system divides feedback processing into distinct functional modules: audio capture from communication channels, emotion analysis through voice pattern recognition, feedback classification, and automated routing to appropriate business units. This segmentation allows real-time emotion detection while managing system complexity through modular architecture, where each component handles a specific aspect of the feedback process.
Data Source
AI summary
Embodiments discussed herein are directed to systems and methods for processing audio feedback on a business, product or service offered and providing the feedback to an associated company in a way that enables the appropriate actors within the company's organizational hierarchy to analyze and take action with respect to the feedback. Customers or employees can interact with a virtual assistant platform or other voice recognition platform to access a feedback service that enables customers or employees to provide feedback to or have a conversation with any business about their product or service. The feedback service can be accessed at any time using a mobile phone or internet connected speaker device using a digital assistant platform.