Design and Analysis of Customer Feedback Surveys
First Claim
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1. A method of automated survey design and delivery, the method comprising:
- receiving interaction content;
analyzing the interaction content to identify at least one issue arising in the interaction content;
automatedly creating a survey of a plurality of questions based upon the identified at least one issue;
determining a delivery channel for the survey;
delivering the survey through the determined delivery channel; and
receiving a survey response with survey result data.
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Abstract
Systems and methods of design, delivery, and analysis of customer feedback surveys include receiving interaction content. Interaction content is analyzed to identify at least one issue arising in the interaction content. A survey of a plurality of questions is automatedly created based upon the identified at least one issue. A delivery channel for the survey is determined. The survey is delivered through the determined delivery channel. A survey response with survey results data is received.
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Citations
20 Claims
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1. A method of automated survey design and delivery, the method comprising:
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receiving interaction content; analyzing the interaction content to identify at least one issue arising in the interaction content; automatedly creating a survey of a plurality of questions based upon the identified at least one issue; determining a delivery channel for the survey; delivering the survey through the determined delivery channel; and receiving a survey response with survey result data. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12)
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13. A method of automated customer service survey design and delivery, the method comprising:
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receiving customer interaction content from at least one customer service interaction; receiving customer metadata associated with the customer interaction content; storing the customer interaction content in association with the received customer metadata; analyzing the interaction content to identify at least one issue arising in the customer interaction content; automatedly creating a survey of a plurality of questions based upon the identified at least one issue, the survey further being associated to the customer metadata; determining a delivery channel for the survey; delivering the survey through the determined delivery channel; receiving a survey response with survey result data; and storing the survey result data in association with the customer metadata. - View Dependent Claims (14, 15, 16, 17)
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18. A system for survey design and delivery, the system comprising:
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a source of interaction content; a source of interaction metadata, the interaction metadata associated to the interaction content; a database comprising a plurality of survey questions; a database comprising a plurality of analytics rules; a processor communicatively connected to the source of interaction content, the source of interaction metadata, the database comprising the plurality of survey questions, and the database comprising the plurality of analytics rules, the processor receives the interaction content and processes the interaction content according to at least one analytic rule of the plurality of analytics rules to identify at least one interaction issue, constructs a survey comprising a plurality of survey questions selected from the database comprising the plurality of survey questions based upon the identified at least one interaction issue, and selects a delivery channel for the constructed survey based at least in part upon the interaction metadata received from the source of interaction metadata; and a communication system operable by the processor to deliver the constructed survey across the selected delivery channel. - View Dependent Claims (19, 20)
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Specification