Triggering and conducting an automated survey

• US 10,262,329 B2
• Filed: 06/22/2015
• Issued: 04/16/2019
• Est. Priority Date: 12/04/2009
• Status: Active Grant

• Current Assignee: RXO Last Mile Incorporated (XPO, Inc.)
• Original Assignee: Xpo Last Mile, Inc. (XPO, Inc.)
• Inventors: Meyer, Karl, Turner, Jonathan
• Primary Examiner(s): Miller, Alan S
• Application Number:
  US14/746,207
• Publication Number:
  US 20150287063A1
• Time in Patent Office: 1,394 Days
• Field of Search: 705 711- 742
• CPC Class Codes: G06Q 10/00 Administration; Management
• CPC Class Codes: G06Q 10/0631 Resource planning, allocation, distributing or scheduling for enterprises or organisations
• CPC Class Codes: G06Q 10/06311 Scheduling, planning or task assignment for a person or group
• CPC Class Codes: G06Q 10/083 Shipping
• CPC Class Codes: G06Q 10/0833 Tracking
• CPC Class Codes: G06Q 10/1095 Meeting or appointment
• CPC Class Codes: G06Q 30/016 After-sales
• CPC Class Codes: G06Q 30/02 Marketing; Price estimation or determination; Fundraising
• CPC Class Codes: G06Q 30/0203 Market surveys; Market polls
• CPC Class Codes: G06Q 30/0282 Rating or review of business operators or products
• CPC Class Codes: G08G 1/123 indicating the position of vehicles, e.g. scheduled vehicles; Managing passenger vehicles circulating according to a fixed timetable, e.g. buses, trains, tramstransmission of navigation instructions to vehicles G08G1/0968

Abstract

Systems and methods for initiating and conducting an automated survey are disclosed herein. According to some implementations, a processing device of a computer may receive a notification of an occurrence of a trigger event after the occurrence of the trigger event, initiate an automated survey to be offered to the customer, conduct the automated survey with the customer, and receive survey result information from the customer in response to the automated survey.

Claims

1. An automated survey system including a memory device and a processing device, the automated survey system configured to:

save customer orders in a database in the memory device;

receive a communication indicating completion of a one of the customer orders performed for a customer by a servicer at a customer location, wherein the communication is responsive to an automatic detection of a change in a location of the servicer utilizing a global positioning system device;

update the one of the customer orders in the database to indicate a closed status responsive to the received communication;

periodically poll the database to detect if any of the customer orders has a closed status;

when the one of the customer orders is detected as having a closed status, create a survey case associated with the one of the customer orders having a closed status to indicate that a survey is to be launched;

store the survey case in a scheduling queue, the scheduling queue stores survey cases in an order the customer orders were indicated as closed;

launch a survey responsive to the survey case in the scheduling queue after a predetermined short amount of time by first retrieving from the database a survey script and customer contact information associated with the survey case associated with the one of the customer orders having a closed status, and contacting the customer, the predetermined short amount of time enhances a likelihood of survey participation and of an accurate recollection of the service;

conduct with the customer the survey;

capture survey result information from the customer in response to conducting the survey; and

close the survey case after capturing the survey result information from the customer.

2. The automated survey system claim 1, wherein the servicer is an individual or team responsible for performing a service for the customer.

3. The automated survey system of claim 1, wherein the launch of the survey comprises:

placing a plurality of survey cases in a survey scheduling queue, each survey record configured to store the survey result information; and

polling the survey scheduling queue on a periodic basis to detect new survey cases.

4. The automated survey system claim 1, further configured to:

call a telephone number associated with the customer.

5. The automated survey system of claim 4, wherein conducting the automated survey comprises playing recorded survey questions.

6. The automated survey system of claim 5, wherein the survey result information comprises receiving numeric answers to the survey questions and receiving the numeric answers via a telephone communication channel.

7. The automated survey system of claim 5, wherein receiving the survey result information further comprises:

receiving a voice message from the customer; and

digitally recording the voice message.

8. The automated survey system of claim 4, further configured to:

digitally record a plurality of voice scripts;

receive from a user a selection of one or more of the voice scripts to be combined into the automated survey; and

receive from the user an arrangement of the one or more voice scripts in a specific order.

9. The automated survey system claim 8, wherein each voice script is a survey question or a statement.

10. The automated survey system of claim 9, further configured to:

receive from the user a number of acceptable answers for each voice script that is a survey question.