Virtual Guestbook System Integrating Feedback With Marketing

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Solution Overview

Problem

Current technologies lack an effective integration of customer feedback management with marketing strategies in the digital age, particularly in providing reliable and accurate feedback mechanisms for businesses to enhance customer engagement and loyalty.

Innovation Solution

A system and method for a virtual guestbook that allows customers to submit and review feedback through kiosks or computing devices, integrating with CRM and ERP software, using quality scores to manage and broadcast user input, and incorporating natural language processing for accurate feedback analysis and promotion of user-generated content.

Engineering Contradictions & Design Principles

VSEngineering Contradiction Analysis

1Adaptability or versatility

If traditional feedback mechanisms are used, then businesses can receive customer feedback, but the integration with marketing strategies is ineffective

Engineering Contradiction:

Improveintegration with marketing strategiesVSAvoidfeedback management effectiveness

Core Design Contradiction:

Adaptability or versatilityVSReliability

Solution Approach 1:

The patent combines feedback management with marketing strategies by integrating social media sharing capabilities, referral programs, and viral marketing mechanisms into the feedback submission process. This merging allows feedback to serve dual purposes: improving service quality and driving marketing engagement simultaneously.

Inventive Principle:

Principle #5Merging (Combining)

Solution Approach 2:

The feedback system is designed to perform multiple functions beyond traditional feedback collection. It enables social media integration, referral program participation, viral marketing campaigns, and customer loyalty program enrollment, making the system universally applicable to various business objectives.

Inventive Principle:

Principle #6Universality (Multi-functionality)

2Productivity

If customer feedback is collected through multiple channels, then engagement opportunities increase, but managing and processing the feedback becomes complex

Engineering Contradiction:

Improvecustomer engagementVSAvoidfeedback management system

Core Design Contradiction:

ProductivityVSDevice complexity

Solution Approach 1:

The patent introduces an automated intermediary system that uses artificial intelligence and machine learning to process feedback from multiple channels. This intermediary automatically categorizes, analyzes, and routes feedback, reducing the complexity of manual management while maintaining high engagement levels.

Inventive Principle:

Principle #24Intermediary (Mediator)

Solution Approach 2:

The system enables self-service feedback management through automated responses, self-routing to appropriate departments, and automatic generation of action items. This reduces the burden on manual feedback processing while maintaining high productivity.

Inventive Principle:

Principle #25Self-service

3Productivity

If feedback processing is automated, then efficiency improves, but the quality and accuracy of feedback analysis may deteriorate

Engineering Contradiction:

Improvefeedback processing efficiencyVSAvoidfeedback analysis accuracy

Core Design Contradiction:

ProductivityVSMeasurement precision

Solution Approach 1:

The patent implements a feedback loop where automated analysis results are continuously refined based on human reviewer corrections and outcomes. This iterative feedback mechanism improves the accuracy of automated analysis over time while maintaining high processing efficiency.

Inventive Principle:

Principle #23Feedback

Solution Approach 2:

The system replaces manual feedback analysis with advanced automated processing using natural language processing, sentiment analysis, and machine learning algorithms. This substitution maintains high accuracy while dramatically improving processing efficiency and scalability.

Inventive Principle:

Principle #28Mechanics substitution (Replace mechanical system)

4Reliability

If viral marketing mechanisms are implemented, then customer loyalty increases, but the system complexity increases

Engineering Contradiction:

Improvecustomer loyaltyVSAvoidsystem architecture

Core Design Contradiction:

ReliabilityVSDevice complexity

Solution Approach 1:

The patent incorporates viral marketing mechanisms directly into the feedback submission process itself. Customers are automatically prompted to share feedback on social media, invite friends, or participate in referral programs as part of the standard feedback flow, eliminating the need for separate complex marketing systems.

Inventive Principle:

Principle #10Preliminary action

Data Source

PatentUS11430024B2System and method of providing a virtual guestbook

Publication Date: 2022.08.30 COHEN AMOS M

AI summary

A system and method are disclosed for accessing, by a computing device, a database that includes: business information representing a plurality of respective businesses that sell products and/or services to customers and customer information representing a plurality of respective customers, that purchase the products and feedback information representing submissions from the respective customers regarding experiences of the customers in connection with the respective businesses. Information associated with a sale of a product and/or service is processed including to associate a code with the sale. The customer is prompted to submit feedback information associated with the business and/or the sale of the product and/or service, and the feedback information is processed to store the feedback in the database and to provide the feedback information in a virtual guestbook associated with the business.