Cloud-Based In-Line Survey System for IVR Integration
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Solution Overview
Problem
Conventional in-line survey systems for call centers are costly due to the need for on-site proprietary equipment and lack stealthiness and recording capabilities, making them inefficient for collecting customer experience data.
Innovation Solution
A cloud-based in-line survey sub-system that uses a distributed architecture with off-site hardware and software, incorporating a survey data model accessible through a web interface, employing Voice XML and SIP telephony for seamless integration with IVR systems, allowing for stealthy survey delivery and recording of customer experiences without requiring additional technical setup or capital expenditures.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If on-site proprietary survey equipment is used, then survey collection capability is improved, but capital expenditure and system cost increase
Solution Approach 1:
The patent uses a cloud-based survey system where survey logic and data collection capabilities are replicated across remote servers rather than requiring physical survey equipment at each call center location. The survey functionality is copied and delivered via internet protocols (SIP, Voice XML) to the IVR system, eliminating the need for expensive on-site proprietary hardware while maintaining full survey collection capability.
Solution Approach 2:
The patent introduces a cloud-based survey server as an intermediary between the IVR system and the survey database. This intermediary handles all survey logic, question delivery, and response collection remotely, allowing the IVR system to offer surveys without having dedicated survey equipment on-site. The intermediary mediates the interaction between the customer service call and the survey data collection process.
2Reliability
If conventional in-line survey systems are used, then survey data collection is achieved, but stealthiness and recording capabilities are lost
Solution Approach 1:
The patent merges the survey system with the existing IVR infrastructure by using the same telephony protocols (SIP, Voice XML) and integrating seamlessly into the customer service call flow. The survey questions are delivered through the same voice interface used for customer service, making the transition imperceptible to customers. The system combines survey data collection with the existing call handling architecture, eliminating detectable transitions or separate survey equipment.
Solution Approach 2:
The cloud-based survey system automatically records customer responses and experiences without requiring manual intervention or detection by agents. The system self-manages the survey delivery, response capture, and data storage processes, maintaining stealthiness by operating transparently within the existing IVR framework without requiring agents to know or detect when surveys are being administered.
3Adaptability or versatility
If on-site survey equipment is deployed, then survey functionality is provided, but system complexity and maintenance requirements increase
Solution Approach 1:
The patent transitions the survey system from a physical, on-site dimension to a cloud-based, network-accessible dimension. Instead of deploying hardware at each location, the survey functionality is delivered via internet protocols (SIP, HTTP, Voice XML) over the existing telephony and data networks. This dimensional shift from physical deployment to network-delivered service reduces on-site complexity while maintaining full survey functionality through remote server infrastructure.
Data Source
AI summary
A cloud based in-line survey system that works in conjunction with conventional interactive voice response systems. The survey system employs hardware and software that are stored and/or facilitated apart from that of the host interactive voice response system (“IVR”). The survey system uses a cloud based data collection model, the “survey data model.” The functionality of the survey data model is hosted and/or accessible through an on-line user interface or viewer, which provides the functionality of the survey model to the enterprise users and survey participants. The survey system can be accessed indirectly by the enterprise IVR transferring the participant to a survey model at the end of a service call, or by requesting the participant to call in directly to the survey system.