Graphical Rating Interface for Communication Parties
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Solution Overview
Problem
Current methods for rating communication sessions, such as SMS-based feedback, are time-consuming and often result in low participation due to user frustration, leading to incomplete feedback and hindered customer service improvement.
Innovation Solution
A method and apparatus that allow users to rate communication parties using a graphical interface on their communication devices, with a rating application that assigns unique identification codes and encrypts feedback, enabling easy and secure post-call feedback collection directly into a CRM system.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If SMS-based feedback is used to rate communication sessions, then feedback can be collected, but the process becomes time-consuming and user-frustrating leading to low participation
Solution Approach 1:
The patent replaces the mechanical SMS text input system with an automated voice recognition system. The voice-based rating mechanism allows users to provide feedback through simple voice commands during or after calls, eliminating the need for manual SMS composition and significantly reducing the effort required while maintaining reliable feedback collection
Solution Approach 2:
The system enables self-service feedback collection by automatically prompting users during or after calls and processing their responses without requiring manual intervention. The automated calling system initiates feedback requests and processes ratings independently, reducing both user effort and operational overhead
2Quantity of substance
If users are asked to decide in advance whether to give feedback, then feedback can be requested, but users find this frustrating and much feedback is never sent
Solution Approach 1:
The system performs preliminary actions by automatically initiating feedback requests during or immediately after calls without requiring users to pre-decide or manually trigger feedback. The automated system proactively manages the feedback process, eliminating the need for users to make advance decisions about providing feedback
Solution Approach 2:
The system implements continuous feedback loops where users can provide ratings during or after calls through voice commands. The feedback mechanism is integrated into the call flow itself, allowing users to express satisfaction or dissatisfaction immediately rather than requiring separate pre-planned feedback actions
3Productivity
If graphical interface rating is implemented, then user input becomes immediate and straightforward, but system complexity increases with rating applications and encryption
Solution Approach 1:
The patent introduces an intermediary automated calling system that mediates between the user and the feedback collection infrastructure. This intermediary handles the complexity of rating applications, encryption, and data management while presenting a simple voice-based interface to users, effectively isolating complexity from the end-user interaction
Data Source
Figure 1~2
AI summary
A method, an apparatus and a computer program product for rating a second communication party (12), wherein a first communication party (10) comprises a communication apparatus (14): storing a start time of the communication session and the identification of the second communication party (12); forming an identification code of the communication session; selecting a rating object and a corresponding rating value from a user interface, wherein the rating object is a graphical, interactive user interface object with which the user interacts in order to rate the second communication party (12); and sending the rating information to a rating computer (20, 18), said rating information comprising the identification code and the rating value. After the call has ended, the first communication party (10) rates the second communication party (12) by pointing a graphical image or presentation of different rating values on the screen of a communication apparatus (14) that the first communication party (10) is using.