DATA PROCESSING SYSTEMS AND METHODS FOR CONTROLLING AN AUTOMATED SURVEY SYSTEM

• US 20190325464A1
• Filed: 04/20/2018
• Published: 10/24/2019
• Est. Priority Date: 04/20/2018
• Status: Active Grant

• Current Assignee: Open Text Corporation
• Original Assignee: Open Text Corporation
• Inventors: Wood, Lorne Edward, Graff, Steven John
• Granted Patent: US 11,941,649 B2
• Time in Patent Office: Days
• CPC Class Codes: G06Q 30/0201 Market modelling; Market analysis; Collecting market data
• CPC Class Codes: G06Q 30/0203 Market surveys; Market polls

Abstract

Embodiments as disclosed provide data processing systems and methods for controlling an automated survey system. One embodiment comprises: a processor; a data store storing a plurality of transactions thereon, each transaction comprising transaction metadata and a voice session recording of an inbound call, the transaction metadata for each transaction comprising an identifier for that transaction; a non-transitory computer readable medium having instructions executable on the processor for: generating, by the processor, a worklist for the survey campaign to control conducting of surveys by an automated survey system that is configured to execute the worklist, the worklist comprising a work item for each of the set of transactions and each work item comprising transaction identification data for a transaction from the set of transactions and contact information for the survey target for the transaction corresponding to the transaction identification data in the work item.

Claims

1. A data processing system for controlling automated surveys, comprising:

a processor;

a data store, storing a plurality of transactions thereon, each transaction comprising transaction metadata and a voice session recording of an inbound call recorded by a call center recording system, the transaction metadata for each transaction comprising an identifier for that transaction;

a non-transitory computer readable medium having instructions executable on the processor for;

receiving, by the processor, survey campaign information comprising a reference to a survey form, a campaign schedule and a trigger condition applicable to the survey campaign, wherein the trigger condition comprises an operation on a transaction metadata attribute;

based on a determination that the survey campaign is active according to the campaign schedule, executing the survey campaign, by the processor, wherein executing the survey campaign comprises;

identifying, by the processor, a set of transactions from the plurality of transactions that meet the trigger condition;

identifying, by the processor, a set of survey targets, the set of survey targets comprising a survey target for each transaction in the set of transactions;

generating, by the processor, a worklist for the survey campaign to control conducting of surveys by an automated survey system that is configured to execute the worklist, the worklist comprising a work item for each of the set of transactions and each work item comprising transaction identification data for a transaction from the set of transactions and contact information for the survey target for the transaction corresponding to the transaction identification data in the work item; and

providing the worklist to the automated survey system to cause the automated survey system to conduct surveys according to a survey form based on the worklist;

receiving a set of survey results from the automated survey system, each survey result comprising transaction identification information for a triggering transaction from the set of transactions; and

storing survey results for conducted surveys in the data store in association with the set of transactions.

2. The data processing system of claim 1, wherein the non-transitory computer readable medium further comprises instructions executable on the processor for processing the worklist to control the conducting of the surveys according to the survey form.

3. The data processing system of claim 1, wherein the campaign information further includes a campaign type selected from a plurality of campaign types.

4. The data processing system of claim 3, wherein the campaign types comprise a voice survey campaign and a web survey campaign.

5. The data processing system of claim 1, wherein non-transitory computer readable medium further comprises instructions executable on the processor for receiving, by the processor, survey form information defining the survey form, the survey form comprising a sequence of questions, allowable answers for questions in the sequence of questions and branching instructions, the branching instructions configured to control providing of the questions in the sequence of questions to survey recipients.

6. The data processing system of claim 5, wherein the non-transitory computer readable medium further comprises instructions executable on the processor for executing the branching instructions to control providing the questions in the sequence of questions to the survey recipients.

7. The data processing system of claim 5, wherein the non-transitory computer readable medium further comprises instructions executable on the processor for executing the operation on the transaction metadata attribute for each of the plurality of transactions to identify the set of transactions.

8. A computer program product comprising:

a non-transitory computer readable medium storing a set of computer executable instructions executable by a processor to;

receive, by the processor, survey campaign information comprising a reference to a survey form, a campaign schedule and a trigger condition applicable to the survey campaign, wherein the trigger condition comprises an operation on a transaction metadata attribute;

based on a determination that the survey campaign is active according to the campaign schedule;

search a data store storing a plurality of transactions, each transaction comprising transaction metadata and a voice session recording of an inbound call recorded by a call center recording system;

identify, by the processor, a set of transactions from the plurality of transactions that meet the trigger condition;

identify, by the processor, a set of survey targets, the set of survey targets comprising a survey target for each transaction in the set of transactions;

generate, by the processor, a worklist for the survey campaign to control conducting of surveys by an automated survey system that is configured to execute the worklist, the worklist comprising a work item for each of the set of transactions and each work item comprising transaction identification data for a transaction from the set of transactions and contact information for the survey target for the transaction corresponding to the transaction identification data in the work item;

provide the worklist to the automated survey system to cause the automated survey system to conduct surveys based on the worklist and according to a survey form;

receive a set of survey results from the automated survey system, each survey result comprising transaction identification data for a triggering transaction from the set of transactions; and

store survey results for conducted surveys in the data store in association with the triggering transaction.

9. The computer program product of claim 8, wherein the non-transitory computer readable medium further comprises instructions executable to process the worklist to control the conducting of the surveys according to the survey form.

10. The computer program product of claim 8, wherein the campaign information further includes a campaign type selected from a plurality of campaign types.

11. The computer program product of claim 10, wherein the campaign types comprise a voice survey campaign and a web survey campaign.

12. The computer program product of claim 8, wherein the non-transitory computer readable medium further comprises instructions executable to receive, by the processor, survey form information defining the survey form, the survey form comprising a sequence of questions, allowable answers for questions in the sequence of questions and branching instructions, the branching instructions configured to control providing of the questions in the sequence of questions to survey recipients.

13. The computer program product of claim 12, wherein the non-transitory computer readable medium further comprises instructions to execute the branching instructions to control providing the questions in the sequence of questions to the survey recipients.

14. The computer program product of claim 8, wherein the non-transitory computer readable medium further comprises instructions executable on the processor for executing the operation on the transaction metadata attribute for each of the plurality of transactions to identify the set of transactions.

15. A method comprising:

storing a plurality of transactions in a data store, each transaction comprising transaction metadata and a voice session recording of an inbound call recorded by a call center recording system, the transaction metadata for each transaction comprising an identifier for that transaction;

receiving, by a processor, survey campaign information comprising a reference to a survey form, a campaign schedule and a trigger condition applicable to the survey campaign, wherein the trigger condition comprises an operation on a transaction metadata attribute;

based on a determination that the survey campaign is active according to the campaign schedule, executing the survey campaign, by the processor, wherein executing the survey campaign comprises;

identifying, by the processor, a set of transactions from the plurality of transactions that meet the trigger condition;

identifying, by the processor, a set of survey targets, the set of survey targets comprising a survey target for each transaction in the set of transactions;

generating, by the processor, a worklist for the survey campaign to control conducting of surveys by an automated survey system that is configured to execute the worklist, the worklist comprising a work item for each of the set of transactions and each work item comprising transaction identification data for a transaction from the set of transactions and contact information for the survey target for the transaction corresponding to the transaction identification data in the work item; and

providing the worklist to the automated survey system to cause the automated survey system to conduct surveys according to a survey form based on the worklist;

receiving a set of survey results from the automated survey system, each survey result comprising transaction identification information for a triggering transaction from the set of transactions; and

storing survey results for conducted surveys in the data store in association with the set of transactions.

16. The method of claim 15, further comprising processing the worklist, by the processor, to control the conducting of the surveys according to the survey form.

17. The method of claim 15, wherein the campaign information further includes a campaign type selected from a plurality of campaign types.

18. The method of claim 17, wherein the campaign types comprise a voice survey campaign and a web survey campaign.

19. The method of claim 15, further comprising receiving, by the processor, survey form information defining the survey form, the survey form comprising a sequence of questions, allowable answers for questions in the sequence of questions and branching instructions, the branching instructions configured to control providing of the questions in the sequence of questions to survey recipients.

20. The method of claim 19, further comprising executing the branching instructions, by the processor, to control providing the questions in the sequence of questions to the survey recipients.

21. The method of claim 15, further comprising executing the operation on the transaction metadata attribute for each of the plurality of transactions to identify the set of transactions.