Synonym Graph Mapping for Customer Feedback Processes
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Solution Overview
Problem
Organizations face difficulties in effectively harvesting and categorizing user-generated customer feedback across multiple business processes, leading to missed valuable insights due to the tedious and manual process of determining which process or service the feedback applies to.
Innovation Solution
A system that automatically maps user-generated content, such as feedback and reviews, to relevant business processes using a synonym graph algorithm, determining the strongest correlation between the feedback and processes by converting text elements into data objects and assigning correlation IDs, sentiment weights, and generating matching scores based on synonym relationships.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Measurement precision
If manual reading and categorization of feedback is performed, then feedback can be accurately mapped to business processes, but the process becomes tedious and time-consuming
Solution Approach 1:
The patent replaces the manual mechanical process of reading and categorizing feedback with an automated computational system. The system uses text analysis algorithms to automatically map feedback to business processes, eliminating the need for human reviewers while maintaining mapping accuracy through sophisticated natural language processing and pattern recognition techniques.
Solution Approach 2:
The patent introduces an automated feedback analysis system as an intermediary between raw feedback data and business process categorization. This intermediary system processes feedback automatically using text analysis algorithms, serving as a mediator that transforms unstructured feedback into structured process assignments without requiring direct human intervention.
2Productivity
If organizations spend minimal time on customer feedback, then operational efficiency is maintained, but valuable insights into products and services are missed
Solution Approach 1:
The patent enables the feedback analysis system to serve itself by automatically processing and categorizing feedback without requiring organizational resources for manual review. The system autonomously analyzes feedback text, determines relevant business processes, and generates actionable insights, allowing organizations to maintain high operational efficiency while fully leveraging customer feedback information.
Solution Approach 2:
The patent replaces manual feedback analysis with an automated computational system that processes feedback at scale. This substitution enables organizations to analyze vast amounts of feedback data efficiently, extracting valuable insights without the time and resource constraints of manual review processes.
3Speed
If automated mapping systems are implemented, then processing speed increases, but system complexity increases
Solution Approach 1:
The patent creates a universal feedback mapping system that handles multiple business processes and feedback types through a single automated platform. The system uses general-purpose text analysis algorithms that can be applied across different industries and process types, reducing the need for multiple specialized systems while maintaining high processing speed through standardized methodologies.
Data Source
AI summary
Provided are systems and methods for mapping customer feedback to one or more processes. In one example, the method may include receiving text content that includes feedback, mapping, via execution of a mapping algorithm, the text content to a plurality of processes based on a synonym graph, generating mapping values for the plurality of processes, where a mapping value for a process is generated based on distance within the synonym graph of a mapping between a word in the text content and a word identifying the process, and determining a process among the plurality of processes that is most correlated to the feedback based on the generated mapping values.