Automated Survey Worklists for Asynchronous Outbound Surveys
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Solution Overview
Problem
Conventional call center survey systems are limited to triggering surveys only during incoming calls, lacking the ability to conduct outbound surveys asynchronously.
Innovation Solution
A data processing system that generates worklists for an automated survey system to conduct outbound surveys based on predefined trigger conditions and campaign schedules, allowing for the identification of survey targets and execution of surveys using multiple delivery channels.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Adaptability or versatility
If surveys are triggered only during incoming calls, then the survey system can be simple and directly connected to call routing, but the system lacks flexibility to conduct surveys at optimal times beyond initial call interaction
Solution Approach 1:
The system performs preliminary actions by recording inbound calls and storing transaction metadata in advance. This allows the survey system to later identify survey targets from recorded transactions and conduct outbound surveys at optimal times without requiring real-time call processing, thus achieving timing flexibility while maintaining manageable system complexity
Solution Approach 2:
The system introduces an intermediary survey management component that sits between the call recording system and the automated survey system. This intermediary manages worklists, schedules surveys, and coordinates between different system components, enabling flexible survey timing while keeping the overall architecture organized and manageable
2Adaptability or versatility
If the system processes surveys in real-time during incoming calls, then survey delivery is immediate, but the system cannot conduct asynchronous outbound surveys to multiple channels
Solution Approach 1:
The system records calls and prepares transaction data in advance, storing them in a database with relevant metadata. This preliminary preparation enables the system to later retrieve and process transactions for multi-channel outbound surveys without real-time processing constraints, achieving channel versatility while accepting controlled delivery delays
Solution Approach 2:
The system transitions from a single-dimension real-time voice survey approach to a multi-dimensional asynchronous approach supporting multiple delivery channels (voice, email, SMS). This dimensional expansion allows surveys to reach customers through preferred channels at optimal times, trading immediate delivery for versatile delivery options
3Productivity
If the automated survey system executes surveys immediately upon trigger, then survey response rate is high, but the system lacks ability to schedule surveys for optimal contact times
Solution Approach 1:
The system implements dynamic survey scheduling where surveys can be executed immediately or deferred based on campaign parameters and customer availability. The worklist management system dynamically adjusts survey timing and prioritization, enabling both high productivity through immediate execution when appropriate and scheduling flexibility when optimal contact times need to be waited for
Solution Approach 2:
The system employs periodic worklist processing and survey execution cycles, allowing surveys to be scheduled at intervals rather than strictly immediately. This periodic action enables the system to maintain productivity through regular survey execution while providing the flexibility to schedule surveys for optimal times based on campaign parameters
Data Source
AI summary
Embodiments as disclosed provide data processing systems and methods for controlling an automated survey system. One embodiment comprises: a processor; a data store storing a plurality of transactions thereon, each transaction comprising transaction metadata and a voice session recording of an inbound call, the transaction metadata for each transaction comprising an identifier for that transaction; a non-transitory computer readable medium having instructions executable on the processor for: generating, by the processor, a worklist for the survey campaign to control conducting of surveys by an automated survey system that is configured to execute the worklist, the worklist comprising a work item for each of the set of transactions and each work item comprising transaction identification data for a transaction from the set of transactions and contact information for the survey target for the transaction corresponding to the transaction identification data in the work item.