Interactive Feedback System with Automated Routing and Analytics
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Solution Overview
Problem
Existing feedback systems are ad hoc and incomplete, failing to ensure that feedback reaches the correct business unit promptly and providing limited summary statistics for actionable insights, leading to inefficiencies in addressing consumer needs and improving business operations.
Innovation Solution
An interactive feedback system that allows users to send, request, and respond to feedback, with features like anonymous comments, category selection, and GPS-based location targeting, integrated with analytics and social media sharing, enabling businesses to connect with various stakeholders and track feedback across departments and locations.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Speed
If feedback cards are used for consumer feedback, then feedback can be collected, but feedback delivery speed is slow and may not reach the correct business unit
Solution Approach 1:
The patent introduces an electronic feedback system with automated routing as an intermediary between consumers and businesses. The system uses email automation and intelligent forwarding to ensure feedback reaches the correct business unit quickly and reliably, eliminating the manual handling limitations of physical feedback cards.
Solution Approach 2:
The patent replaces the mechanical feedback card system with an electronic digital system. This substitution enables faster transmission through email and automated processes, while digital routing ensures accurate delivery to the appropriate business units based on feedback content and metadata.
2Speed
If feedback email addresses are used, then feedback delivery speed improves, but feedback may not reach the appropriate business unit
Solution Approach 1:
The patent segments the feedback routing process into multiple specialized components: initial receipt, categorization based on content analysis, routing determination, and final delivery. This segmentation ensures that routing information is preserved and processed systematically, preventing loss of critical routing data while maintaining fast email-based delivery.
Solution Approach 2:
The patent implements automated feedback loops where the system analyzes feedback content, determines the appropriate business unit, and routes the feedback accordingly. This intelligent feedback mechanism ensures routing information is correctly interpreted and acted upon, preventing misdelivery while maintaining speed.
3Loss of information
If traditional feedback systems are used, then feedback can be collected, but summary statistics and actionable insights are not provided
Solution Approach 1:
The patent merges feedback collection, analysis, and reporting functions into an integrated system. The same platform that receives and routes feedback automatically generates summary statistics and actionable insights, eliminating the need for separate manual analysis processes while providing comprehensive analytics capabilities.
Solution Approach 2:
The patent implements automated analytics generation where the system independently processes feedback data, generates summary statistics, and provides actionable insights without requiring manual intervention. This self-service capability delivers comprehensive analytics information while keeping the system relatively simple through automation.
Data Source
AI summary
A feedback system including a controller configured to: register a system account for each of a plurality of users, wherein the feedback system account includes a unique identification code for each of the plurality of users; provide a graphic user interface through which a first user: generates a request for feedback; selects one or more groups to which to communicate the request for feedback, where in the selection of the groups includes associating one or more unique identification codes with each of the groups; receives feedback from at least a second user associated with a unique identification code associated with one of the groups, wherein, upon receipt of the feedback from the second user, the first user is automatically authorized to reply to the second user; and accesses feedback analytics related to the feedback received in response to the request for feedback.