Automated Customer Feedback System Using Speech Recognition

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Solution Overview

Problem

Companies face challenges in determining customer task completion and satisfaction levels when using automated self-service applications, as existing methods are unreliable, costly, and often result in incomplete or biased data due to human error and customer frustration.

Innovation Solution

An automated system for collecting and analyzing customer feedback immediately after task completion, using speech recognition and menu navigation tracking to assess task completion and satisfaction, reducing reliance on live agents and improving data accuracy.

Engineering Contradictions & Design Principles

VSEngineering Contradiction Analysis

1Productivity

If companies use automated self-service applications to reduce costs and handle peak calling times, then productivity and cost efficiency are improved, but the ability to verify customer task completion and satisfaction deteriorates

Engineering Contradiction:

Improvecustomer task handling capacityVSAvoidcustomer task completion verification

Core Design Contradiction:

ProductivityVSReliability

Solution Approach 1:

The system automatically collects customer feedback immediately after task completion through post-call surveys. This feedback mechanism allows the system to verify whether customers actually completed their tasks and were satisfied, resolving the reliability issue while maintaining automated self-service operations.

Inventive Principle:

Principle #23Feedback

Solution Approach 2:

The system enables customers to complete tasks independently through automated self-service applications, reducing the need for live agents. Combined with automated feedback collection, this maintains both productivity improvement and reliable verification of task completion.

Inventive Principle:

Principle #25Self-service

2Device complexity

If companies assume customers are completing tasks using automated applications, then operational simplicity is improved, but measurement precision of customer satisfaction deteriorates

Engineering Contradiction:

Improveoperational simplicityVSAvoidcustomer satisfaction measurement

Core Design Contradiction:

Device complexityVSMeasurement precision

Solution Approach 1:

The automated feedback collection system provides precise measurement of customer satisfaction by directly asking customers about their experience. This eliminates the need for complex manual verification processes while achieving accurate satisfaction data collection.

Inventive Principle:

Principle #23Feedback

3Measurement precision

If companies use live agents to verify customer task completion, then measurement precision is improved, but cost and device complexity increase

Engineering Contradiction:

Improvecustomer task completion verificationVSAvoidsystem complexity

Core Design Contradiction:

Measurement precisionVSDevice complexity

Solution Approach 1:

The system uses automated self-service applications to handle customer tasks, eliminating the need for live agents during task completion. The automated feedback mechanism then verifies completion without requiring human intervention, reducing both cost and complexity while maintaining verification accuracy.

Inventive Principle:

Principle #25Self-service

4Measurement precision

If companies collect customer feedback manually after calls, then measurement precision is improved, but loss of time and productivity deteriorate

Engineering Contradiction:

Improvecustomer feedback accuracyVSAvoidfeedback collection time

Core Design Contradiction:

Measurement precisionVSLoss of time

Solution Approach 1:

The system automatically collects customer feedback immediately after task completion through automated post-call surveys. This eliminates manual feedback collection processes, reducing time loss while maintaining accurate feedback through structured survey questions asked at the optimal time.

Inventive Principle:

Principle #23Feedback

Applied Scientific Principles

This section explains which scientific principles are used to turn an abstract innovation direction into a practical engineering solution.

Function Achieved in This Case

This approach allows for more accurate and timely collection of customer feedback, enhancing task completion rates and satisfaction levels, reducing costs, and providing actionable insights for improving self-service applications.

Implementation Method 1

using speech recognition and menu navigation tracking to assess task completion and satisfaction

Methodology Applied

Scientific EffectSpeech recognition:

Data Source

PatentUS7877265B2System and method for automated customer feedback

Publication Date: 2011.01.25 SERVICENOW INC

AI summary

A system and method for automated customer feedback allows for automatically collecting and analyzing customer feedback data regarding customer satisfaction and customer task completion with respect to self-service applications and live agents. When contacting a customer service center, customers provide one or more customer tasks. The customers are routed within the customer service center based on the customer task and/or one or more customer characteristics. While interacting with the customer service center, the customers are automatically asked one or more specific survey questions relating to the customers' interaction with the customer service center and the customers' satisfaction levels. The customers provide one or more survey responses to the survey questions. The survey responses are recorded and analyzed in order to modify and update the customer service center and the survey questions in order to increase customer satisfaction and increase customer task completion.