Standardized Data Format for Real-Time Customer Feedback Processing

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Solution Overview

Problem

Current systems fail to efficiently process and standardize customer experience feedback across different service provider facilities, leading to inconsistent data formats and difficulties in identifying customer issues and anticipating future needs, as well as communicating effectively with customers over a standardized platform.

Innovation Solution

A communication system utilizing specialized electronic components to transform data into a standardized format for storage and use, featuring a home network with a home agent, gateway processor, and server computers that execute subprograms to process and evaluate customer feedback in real-time, issuing notifications and follow-up surveys to improve customer service.

Engineering Contradictions & Design Principles

VSEngineering Contradiction Analysis

1Adaptability or versatility

If customer service records are stored in non-standardized formats at different service provider facilities, then each facility can use its own preferred storage format, but sharing and communicating customer service records across different facilities becomes problematic

Engineering Contradiction:

Improveformat flexibilityVSAvoiddata consistency

Core Design Contradiction:

Adaptability or versatilityVSLoss of information

Solution Approach 1:

The patent introduces a standardized data format as an intermediary layer between different service provider facilities. Customer service records from various facilities with different storage formats are converted into this standardized format, enabling seamless sharing and communication across the network while preserving the original facility-specific formats locally.

Inventive Principle:

Principle #24Intermediary (Mediator)

Solution Approach 2:

The system changes the data format parameter from facility-specific non-standardized formats to a universal standardized format. This parameter transformation allows records to be exchanged across different facilities without loss of information, while each facility maintains autonomy over its local storage preferences.

Inventive Principle:

Principle #35Parameter changes

2Device complexity

If customer feedback is processed without real-time evaluation, then system complexity is reduced, but the ability to identify customer issues and anticipate future needs with certainty decreases

Engineering Contradiction:

Improveprocessing complexityVSAvoidissue identification accuracy

Core Design Contradiction:

Device complexityVSMeasurement precision

Solution Approach 1:

The system performs preliminary real-time evaluation and filtering of customer feedback as it arrives, before further processing or storage. This preliminary action identifies critical issues immediately, enabling timely responses while maintaining a manageable level of system complexity through staged processing.

Inventive Principle:

Principle #10Preliminary action

Solution Approach 2:

The patent implements a feedback mechanism where customer feedback is continuously evaluated in real-time, and the results are used to immediately identify issues and trigger appropriate responses. This closed-loop feedback system enhances measurement precision in issue identification while keeping complexity manageable through automated decision rules.

Inventive Principle:

Principle #23Feedback

3Productivity

If standardized communication protocols are implemented across all service provider facilities, then sharing customer service records becomes efficient, but the initial setup and data conversion complexity increases

Engineering Contradiction:

Improverecord sharing efficiencyVSAvoidconversion complexity

Core Design Contradiction:

ProductivityVSDevice complexity

Solution Approach 1:

The standardized data format serves as an intermediary that simplifies the conversion process. Rather than requiring direct complex transformations between every possible facility format combination, all conversions route through the standardized format, reducing overall conversion complexity while maintaining high record sharing efficiency.

Inventive Principle:

Principle #24Intermediary (Mediator)

4Measurement precision

If real-time feedback processing is implemented, then customer issue identification improves, but system resource consumption increases

Engineering Contradiction:

Improvefeedback evaluation accuracyVSAvoidprocessing energy

Core Design Contradiction:

Measurement precisionVSUse of energy by moving object

Solution Approach 1:

The system applies partial processing in real-time, focusing computational resources only on evaluating and filtering critical feedback elements that require immediate attention. Not all feedback undergoes the full processing pipeline simultaneously, which maintains measurement precision for issue identification while reducing peak energy consumption through selective processing.

Inventive Principle:

Principle #16Partial or excessive action

Data Source

PatentUS11734703B1System for processing real-time customer experience feedback with filtering and messaging subsystems and standardized information storage

Publication Date: 2023.08.22 WESTWOOD CAPITAL PARTNERS INC

AI summary

The present invention supports the entry of customer experience feedback into the system, which then conducts real-time automated filtering and evaluation of feedback entered by the customer and supports the transmission of real-time notifications to selected personnel based on feedback evaluation in a flexible messaging and workflow system. The present invention supports that ability to obtain constructive feedback, either good or bad, regarding a customer's experience while the customer is still at the service provider or retail sales location and supports the ability to obtain feedback after the customer has left the service provider or retail sales location through follow-up messages.