Real-Time Feedback System Integrating Implicit and Explicit Data
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Solution Overview
Problem
Existing methods for collecting customer feedback are not reliable in capturing real-time insights and often ignore implicit feedback, leading to delayed and incomplete understanding of customer experiences, which can affect business sales and brand value.
Innovation Solution
A method and system that establishes a connection between a user device and a service provider's server based on user location, capturing static and dynamic data to identify contextual information, including implicit feedback, and provides interactive feedback queries to gather user feedback in real-time, blending explicit and implicit feedback for effective insights.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Loss of information
If feedback is collected using fixed template methods with paper, electronic devices, or oral means, then the feedback collection process is simple and easy to operate, but the insight into consumer thoughts and service patterns is inadequate
Solution Approach 1:
The patent merges multiple feedback collection methods (explicit feedback queries, implicit feedback from capturing devices, and contextual information from static and dynamic data) into a single integrated system. This combination provides comprehensive consumer insights while maintaining operational simplicity through automated processing.
Solution Approach 2:
The server acts as an intermediary that receives and processes various types of data (static user data, dynamic capturing device data, feedback queries) and correlates them to generate comprehensive consumer insights. This mediator approach enables deep analysis without requiring complex direct interactions between all system components.
2Loss of time
If feedback is collected at a later stage after service completion, then customers have time to reflect on their experience, but the feedback cannot be acted upon in real-time and customer experience correlation is lost
Solution Approach 1:
The system performs preliminary actions by collecting contextual information and implicit feedback during the service delivery process itself, before the service is fully completed. This enables real-time feedback collection while the customer experience is still fresh and actionable, allowing immediate correlation between experience and feedback.
Solution Approach 2:
The feedback collection process continues throughout the entire service delivery timeline, from initial contextual data collection to ongoing feedback gathering. This continuous approach ensures that feedback is collected at the optimal moment while maintaining the ability to act upon it immediately, eliminating the time gap that causes loss of experience correlation.
3Loss of information
If implicit feedback from customer actions and gestures is ignored, then the feedback collection process remains simple, but comprehensive understanding of customer experience is lost
Solution Approach 1:
The capturing devices automatically collect implicit feedback from customer actions and gestures without requiring manual intervention. The system processes this data autonomously, extracting meaningful insights from customer behavior patterns while keeping the overall process simple and automated.
Solution Approach 2:
The patent replaces manual feedback collection methods with automated capturing devices that use sensors and image processing to detect customer actions and gestures. This substitution enables comprehensive implicit feedback collection while reducing the need for complex manual analysis systems.
4Adaptability or versatility
If multiple feedback collection methods are integrated, then comprehensive customer insights are achieved, but the system complexity and difficulty of implementation increase
Solution Approach 1:
The server is designed as a universal platform that handles multiple functions: storing static user data, receiving dynamic data from capturing devices, generating feedback queries, processing implicit feedback, and correlating all information. This multi-functional approach achieves comprehensive feedback collection while avoiding the need for separate complex systems for each function.
Data Source
AI summary
The present disclosure relates to a method and system for obtaining interactive user feedback in real-time by feedback obtaining system. The feedback obtaining system establishes connection between user device of user and server of service provider based on user location received from user device, receives static data of user from server and dynamic data of user from capturing device located at site of service provider, identify contextual information associated with user based on static data and dynamic data, provide one or more feedback queries for user from database based on contextual information, provide one or more sub-feedback queries for user based on response of user for one or more feedback queries and obtains user feedback based on response of user for one or more sub-feedback queries and one or more feedback queries and implicit feedback. The use of implicit feedback together with actual feedback gives effective feedback of users.