Real Time Feedback Proxy for Contact Center Synchronization
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Solution Overview
Problem
Current customer service systems face a disconnect between collecting customer feedback and taking timely, effective actions, as the data collected from surveys, sentiment analysis, and customer behavior is not used in real-time for individualized or bulk communications, and there is no overlay system to aggregate and synchronize this data across disparate contact centers or communication channels.
Innovation Solution
A communications proxy and overlay network that gathers information from various customer feedback instruments, using a communications server array and application server to communicate with contact centers, and an intelligent text processing and analysis module to transform inputs for real-time or delayed communications between users and agents, facilitating real-time connections or scheduled bulk communications.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Loss of information
If customer feedback data is collected through surveys and sentiment analysis, then customer insight is improved, but real-time actionability deteriorates due to offline processing delays
Solution Approach 1:
The patent introduces a feedback proxy system that acts as an intermediary layer between feedback collection instruments and contact centers. This proxy receives feedback data in real-time, processes it through sentiment analysis, and immediately routes actionable insights to appropriate contact centers, eliminating the offline processing delay while preserving all feedback information.
Solution Approach 2:
The system performs preliminary processing of feedback data by pre-analyzing sentiment and pre-determining routing decisions before the feedback reaches the contact center. This advance preparation enables contact center agents to receive pre-processed, actionable insights immediately, reducing their response time while maintaining comprehensive data collection.
2Loss of information
If multiple feedback collection instruments are used, then data coverage is improved, but system complexity increases due to integration requirements
Solution Approach 1:
The feedback proxy system is designed as a universal intermediary that can receive and process feedback from multiple different collection instruments (surveys, social media, web analytics, mobile apps) through a single standardized interface. This multi-functional design consolidates what would otherwise require multiple separate integration systems, reducing overall complexity while maintaining comprehensive data coverage.
3Measurement precision
If feedback data is processed offline, then analysis accuracy is improved, but actionable responsiveness deteriorates
Solution Approach 1:
The system implements dynamic processing where the level of analysis depth adjusts based on urgency and resource availability. For time-critical feedback, the system performs rapid sentiment classification with high accuracy. For less urgent feedback, more comprehensive analysis is performed offline. This dynamic approach maintains both accuracy and responsiveness by matching processing intensity to operational needs.
Data Source
AI summary
In accordance with the teaching described herein, systems and methods are provided for a communications proxy and overlay network for a plurality of customer feedback collection instruments that are configured to gather information from customers. A communications server array may be configured to communicate with a user device and one or more contact centers. An application server may be configured to communicate with the communications server array, a contact centers having associated user interfaces. An intelligent text processing and analysis module may be configured to transform an input from the user device to a modified input for use by the first contact center and second contact center to facilitate real time or delayed communications between users and agents.