Dynamic Survey Generation from Communication Session Content
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Solution Overview
Problem
Current customer surveys in Contact Centers are generic and fail to capture key information needed for improvements, as they do not reflect the specifics of the communication session, leading to incomplete feedback.
Innovation Solution
Monitoring the content of communication sessions to identify specific topics, which are then used to generate dynamic surveys that include relevant questions, ensuring feedback is tailored to the conversation details.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Loss of information
If generic surveys are used for all customers, then survey development is simple and consistent, but the feedback does not capture key information needed for Contact Center improvements
Solution Approach 1:
The survey system dynamically generates questions based on monitored communication session content. The survey structure changes in real-time according to the specific topics and issues discussed during each customer interaction, transforming a static generic survey into a dynamic customized one that captures relevant information without requiring complex manual development for each case
Solution Approach 2:
The system introduces an intermediary component that monitors communication sessions and automatically generates survey questions based on the content. This intermediary process bridges the gap between the communication session data and the survey generation, automatically extracting key topics and converting them into relevant survey questions without manual intervention
2Adaptability or versatility
If dynamic branching surveys are used to customize questions, then some customization is achieved, but the rules are still generic and do not reflect actual call content
Solution Approach 1:
The survey system performs self-service by automatically monitoring its own communication session data and generating appropriate survey questions based on the actual content discussed. The system serves itself by extracting topics from the monitored sessions and converting them into customized survey questions, eliminating the need for pre-defined generic branching rules and ensuring the feedback reflects the actual call content
3Productivity
If predefined survey questions are used, then survey administration is straightforward, but customers may not complete the survey because questions do not relate to what actually took place in the call
Solution Approach 1:
The system performs preliminary action by monitoring and analyzing the communication session content before the survey is administered. By pre-identifying the key topics and issues discussed during the call, the system prepares customized survey questions in advance that are directly relevant to the customer's experience, ensuring higher completion rates while maintaining operational simplicity
Data Source
AI summary
In order to provide a survey that reflects details of a communication session between two parties, content of an established communication session between the parties is monitored. One or more topics in the content of the communication session are identified. For example, a voice communication between a customer and a call center agent can be monitored to identify a specific topic, such as a discussion about car insurance. Based on the identified topic, a survey is generated by incorporating the topic into the survey. For example, the survey can include a question regarding the customer's car insurance of his four wheel drive SUV, which was discussed during the call. The survey is then presented to or sent to a party of the communication session.