Automated Survey System Using Interaction Analysis
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Solution Overview
Problem
Customer survey response rates decrease with increasing complexity and the need for contextual questions, leading to fewer topical questions and potentially irrelevant inquiries, reducing response value.
Innovation Solution
An automated method and system that analyzes customer service interactions to identify specific issues, constructs tailored surveys, and delivers them through preferred channels, minimizing the need for demographic questions and optimizing question relevance.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Loss of information
If surveys include contextual questions to identify customer demographics and information, then customer identification and analysis capability is improved, but survey length and complexity increase leading to decreased response rates
Solution Approach 1:
The system performs preliminary analysis of customer service interaction content (call recordings, chat transcripts, emails) to extract customer demographics, account information, and contextual data before the survey is presented. This preliminary action captures necessary contextual information without requiring customers to answer additional survey questions, thereby maintaining high response rates while obtaining comprehensive customer identification data.
Solution Approach 2:
The system extracts relevant contextual information and customer demographics from existing customer service interaction records rather than requiring customers to provide this information through survey questions. By taking out the information gathering function from the survey itself and placing it in the pre-survey analysis phase, the system reduces survey burden while maintaining data quality.
2Productivity
If surveys ask limited questions to promote response rates, then response rate is improved, but ability to ask meaningful topical questions about specific issues decreases
Solution Approach 1:
The system tailors survey content to each customer's specific interaction history and identified issues by analyzing call recordings and service interactions. Surveys are locally customized to ask only the most relevant topical questions for each customer's specific concerns, rather than using generic surveys for all customers. This local quality approach ensures high response rates while maintaining meaningful topic-specific feedback.
Solution Approach 2:
The survey content dynamically adapts based on the analyzed interaction content and identified issues. The system adjusts survey questions in real-time based on the specific customer experience, ensuring that each survey contains the optimal number and type of questions relevant to that customer's interaction, thereby maintaining both high response rates and meaningful feedback quality.
3Ease of manufacture
If surveys use generic questions applicable to all customers, then survey construction simplicity is improved, but question relevance to specific customer experiences decreases leading to reduced response value
Solution Approach 1:
The system performs preliminary analysis of customer service interactions to identify specific issues and contextual information before constructing the survey. This preliminary action enables the system to automatically customize survey questions to match each customer's specific experience, transforming the process from static generic surveys to dynamic customized surveys while maintaining automation and simplicity.
Solution Approach 2:
The system changes survey parameters (questions, wording, focus) based on analyzed interaction data and identified customer issues. By dynamically adjusting survey parameters according to each customer's specific experience, the system maintains ease of automated construction while significantly improving question relevance and response value compared to static generic surveys.
Data Source
AI summary
Systems and methods of design, delivery, and analysis of customer feedback surveys include receiving interaction content. Interaction content is analyzed to identify at least one issue arising in the interaction content. A survey of a plurality of questions is automatedly created based upon the identified at least one issue. A delivery channel for the survey is determined. The survey is delivered through the determined delivery channel. A survey response with survey results data is received.