Evaluator Feedback Calibration via Dynamic Agent-Customer Interaction Forms
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Solution Overview
Problem
The existing calibration process for evaluator feedback in agent-customer interactions is manual and time-consuming, often resulting in missed or lost calibrations, and requires maintaining a huge list of evaluation forms that are not effectively aligned with customer feedback.
Innovation Solution
A system and method for calibrating evaluator feedback that automates the selection and distribution of agent-customer interactions for evaluation, generates evaluation forms dynamically based on customer feedback, and calculates a customer feedback variance score to align evaluator feedback with customer input.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If manual calibration process is used, then evaluators can review agent-customer interactions, but the process is time-consuming and results in missed or lost calibrations
Solution Approach 1:
The patent replaces the manual mechanical process of selecting and distributing interactions with an automated computer-based system. The system automatically queries databases, selects interactions based on filter criteria, generates evaluation forms, and distributes them to evaluators, eliminating manual intervention and significantly reducing time loss while improving reliability through systematic automation
Solution Approach 2:
The system enables self-service calibration by automatically performing tasks that previously required manual effort. The automated selection, form generation, and distribution processes allow the calibration system to serve itself without continuous human intervention, reducing time consumption and ensuring consistent execution of calibration workflows
2Adaptability or versatility
If huge list of evaluation forms is maintained, then all interactions can be evaluated, but the forms are not helpful in understanding customer feedback pain points
Solution Approach 1:
The patent implements dynamic evaluation forms that are generated on-demand based on customer feedback data rather than using static pre-defined forms. The system queries customer feedback databases and automatically creates evaluation forms tailored to specific interactions, making the forms adaptive and relevant while reducing the complexity of maintaining large form libraries
Solution Approach 2:
The system performs preliminary actions by pre-querying customer feedback data and pre-generating evaluation forms before they are needed for calibration. This allows evaluation forms to be prepared in advance with relevant customer feedback already integrated, improving their usefulness while automating the preparation process to reduce management complexity
Data Source
AI summary
Apparatus, systems, and methods for calibrating evaluator feedback relating to agent-customer interaction(s) based on corresponding customer feedback. An agent evaluation form is generated based on customer feedback provided via a customer questionnaire. By comparing evaluator feedback received via completion of the agent evaluation form by one or more user-selected evaluators to the customer feedback provided via the customer questionnaire, a customer feedback variance score is calculated for the one or more user-selected evaluators.