Tokenizing Customer Feedback for Routing
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Solution Overview
Problem
Customer feedback systems are limited in addressing specific and varying customer issues and lack the ability to access multiple channels through which customers provide feedback, making it difficult for businesses to efficiently route and resolve product-related problems.
Innovation Solution
A system that tokenizes customer product-specific issues and routes them to appropriate business entities, using a feedback tokenize engine to consolidate and manage data, and match service requests with relevant tokens, enabling effective communication and resolution across various channels.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Adaptability or versatility
If customer feedback systems use limited and specific survey questions, then the system structure remains simple, but the ability to address particular and varying customer issues deteriorates
Solution Approach 1:
The patent segments customer feedback into discrete tokens representing specific issues, products, or concerns. Each token can be independently routed to appropriate business entities, allowing the system to handle diverse customer issues without requiring a completely complex restructuring of the feedback collection mechanism.
Solution Approach 2:
The tokenization system creates a universal framework where a single token structure can represent multiple types of customer feedback (complaints, suggestions, product issues, service requests). This universal token format enables the system to address varying customer issues through a consistent processing mechanism.
2Adaptability or versatility
If customer feedback systems monitor multiple channels, then the coverage of customer issues improves, but the complexity of accessing and managing these channels increases
Solution Approach 1:
The patent introduces tokens as intermediary elements between multiple feedback channels and business entities. Instead of directly managing complex connections between various channels (social media, email, web forms, chat) and different business teams, the system uses tokens as a standardized intermediate format that simplifies channel integration and routing.
Solution Approach 2:
The token system serves as a universal interface that can receive feedback from multiple different channels through a consistent mechanism. The same token structure and routing logic work regardless of the source channel, reducing the complexity of managing diverse feedback sources.
3Productivity
If manual processing of customer feedback is used, then system complexity remains low, but processor efficiency and resolution speed deteriorate
Solution Approach 1:
The patent implements automated self-service processing where the system automatically tokenizes incoming feedback, routes tokens to appropriate business entities based on predefined rules, and tracks resolution status without requiring manual intervention at each step. This automation significantly improves processing efficiency while maintaining manageable system complexity through rule-based decision making.
Solution Approach 2:
The system incorporates automated feedback loops where token routing decisions are made based on analysis of feedback content, and resolution status is automatically updated and communicated back to customers. This automated feedback mechanism improves productivity by eliminating manual review and follow-up processes.
Data Source
AI summary
A system, method, and computer-readable medium for performing receiving customer product specific issues and routing to appropriate business entities that include receiving customer product specific issues from various channels; tokenizing the customer product specific issues into tokens; routing the tokens to the appropriate business entities; and matching customer service requests with relevant tokens.