Conversational Feedback System Using NLP for Unstructured Input
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Solution Overview
Problem
Existing employee feedback systems are limited in allowing real-time, open-ended, and anonymous feedback, often requiring registration and adherence to structured formats, which restricts employees' ability to share feedback freely and promptly.
Innovation Solution
A system and method that enable employees to initiate real-time feedback through intuitive, employee-initiated interactions using common electronic messaging applications, with natural language processing (NLP) and artificial intelligence (AI) for processing unstructured feedback and correcting issues in a conversational dialogue.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Ease of operation
If traditional feedback systems are used, then feedback can be collected through structured formats, but employees cannot share real-time, open-ended feedback freely
Solution Approach 1:
The patent inverts the traditional approach by allowing employees to submit feedback in any format they choose (unstructured, open-ended) rather than forcing them to adapt to pre-defined survey formats. The system accepts natural language input from employees and then structures it appropriately for analysis and delivery, reversing the conventional flow where the system dictates the format and employees must conform.
Solution Approach 2:
The system dynamically changes the parameters of feedback collection by accepting variable input formats (text, email, messaging app inputs) and transforming them into structured feedback records. The feedback can be submitted at any time rather than during fixed survey windows, and can be directed to any colleague or manager rather than following hierarchical paths, fundamentally changing the temporal and structural parameters of feedback submission.
2Productivity
If employer-initiated surveys are used, then feedback can be collected during organized survey windows, but employees cannot share feedback outside of these windows
Solution Approach 1:
The system performs preliminary actions by pre-configuring multiple delivery paths and recipient profiles before feedback is submitted. When an employee submits feedback, the system has already prepared the routing logic and recipient contact information, enabling immediate delivery without waiting for survey windows or manual routing decisions. This preliminary setup eliminates timing delays while maintaining efficient collection processes.
Solution Approach 2:
The feedback system transitions from static, time-bound survey windows to a dynamic model where feedback can be submitted and delivered at any time. The system adapts to real-time employee needs by allowing feedback submission outside organized survey periods and dynamically routing it to appropriate recipients based on the feedback content and employee preferences, rather than following rigid temporal schedules.
3Reliability
If hierarchical feedback paths are enforced, then feedback can be directed through manager chains, but employees cannot provide feedback laterally or anonymously
Solution Approach 1:
The patent segments the traditional hierarchical feedback path into multiple independent delivery channels. Instead of forcing all feedback through manager chains, the system divides feedback routing into separate paths: direct feedback to specific colleagues, feedback to managers, anonymous feedback channels, and lateral peer feedback. Each segment operates independently, allowing employees to choose the most appropriate path for their specific feedback while maintaining reliable delivery through dedicated routing logic for each channel.
Solution Approach 2:
The system introduces an intermediary layer that sits between the employee and the feedback recipient, enabling anonymous feedback and lateral communication without requiring direct hierarchical relationships. This intermediary platform receives feedback from employees, processes it through routing logic, and delivers it to appropriate recipients while protecting employee identity when anonymity is selected, thus enabling feedback paths that bypass traditional hierarchical constraints while maintaining delivery reliability.
4Loss of information
If registration is required to use feedback systems, then user accounts can be tracked, but employees cannot share feedback until registered
Solution Approach 1:
The system implements self-service functionality by automatically detecting employee identity through integration with existing organizational directories and communication platforms. When an employee submits feedback through a messaging app or email, the system automatically captures their identity information without requiring manual registration or account creation. This self-service approach maintains feedback attribution tracking while eliminating registration barriers, as the system serves itself by leveraging existing organizational infrastructure.
Solution Approach 2:
The feedback system achieves universality by working across multiple platforms and communication channels (email, messaging apps, web interfaces) without requiring separate registration for each. The system is designed to accept feedback from any employee regardless of their preferred communication tool, and automatically handles identity verification and attribution through multi-channel integration. This multi-functional design allows universal accessibility across the organization while maintaining tracking capabilities through a unified backend system.
Data Source
AI summary
The present invention comprises systems and methods for collecting, delivering, and analyzing user-initiated feedback. Embodiments of the feedback system can process unsolicited, unstructured user feedback from a variety of endpoints, including common electronic communication media (like email, SMS text messaging, or popular communication applications published by Slack Technologies, LLC and Microsoft Corp., for example). Users can initiate sharing unstructured feedback by sending a free-form message to an address or inbox that's affiliated with the feedback system. To enable the processing of unstructured feedback, the present invention contains novel methods for analyzing and remedying any issues with the incoming feedback submission through a conversational interaction between the feedback system and the submitting user. Additionally, embodiments of the system allow users to initiate feedback without first requiring a user or an organization (such as a user's employer) to first register to use the system.