Interactive Survey Interface for Automated Customer Response Classification
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Solution Overview
Problem
Existing systems struggle to efficiently utilize customer feedback to enhance customer loyalty and tailor marketing strategies, particularly in insurance companies, by manually identifying suitable customers for testimonial marketing and cross-selling opportunities.
Innovation Solution
A computer system that processes customer feedback responses from insurance claim surveys, categorizing them as 'potential-promoters' to generate targeted testimonial marketing messages and cross-selling initiatives, and automatically transmitting relevant information to appropriate platforms.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Measurement precision
If customer feedback is manually reviewed to identify suitable customers for testimonial marketing, then marketing accuracy is improved, but labor time and processing efficiency deteriorate
Solution Approach 1:
The patent replaces manual mechanical review of customer feedback with an automated computer-based system that processes survey responses, claim data, and customer information through algorithms to identify potential testimonial candidates. This substitution eliminates manual labor while maintaining identification accuracy through systematic data analysis.
Solution Approach 2:
The system enables automatic self-processing of customer feedback data without human intervention. The computer automatically categorizes customers, evaluates their suitability for testimonials based on predefined criteria, and generates marketing leads, allowing the organization to serve itself in the customer analysis function.
2Productivity
If all customer feedback is processed to identify testimonial candidates, then marketing opportunities are improved, but processing complexity deteriorates
Solution Approach 1:
The patent segments the customer feedback processing into distinct functional modules: data collection from multiple sources, survey response analysis, claim data evaluation, customer categorization, and testimonial candidate identification. This modular segmentation reduces overall processing complexity by breaking down the complex task into manageable, independent components.
Solution Approach 2:
The system changes parameters such as customer satisfaction scores, claim resolution metrics, and response time thresholds to automatically categorize customers. By transforming qualitative feedback into quantifiable parameters, the system simplifies processing while maximizing the identification of marketing opportunities.
Data Source
AI summary
A computer system for remote interactive graphical display and data management includes a data storage device storing data records, a remote data acquisition computer configured to selectively trigger display actions for the data records based on at least a time-based rule and a time-independent rule; a classification engine configured to classify a response received from a remote display interface having user-selectable options arranged to define a scale of values, in one of two categories, a first category and a second category, being below a first threshold value being classified as being in the first category, and responses on the scale above a second threshold value being in the second category, and a display interface generator configured to selectively generate a supplemental interface or a conclusion message dependent on the category.