Design and Analysis of Customer Feedback Surveys

• US 20140143157A1
• Filed: 11/20/2013
• Published: 05/22/2014
• Est. Priority Date: 11/21/2012
• Status: Active Grant

• Current Assignee: Verint Americas Incorporated (Verint Systems Incorporated)
• Original Assignee: Verint Americas Incorporated (Verint Systems Incorporated)
• Inventors: Jeffs, Christopher J., Ziv, Dror Daniel, Blacker, Scott, Nies, James G.
• Granted Patent: US 11,568,420 B2
• Time in Patent Office: Days
• US Class Current: 705/304
• CPC Class Codes: G06Q 30/016 After-sales
• CPC Class Codes: G06Q 30/0203 Market surveys; Market polls
• CPC Class Codes: H04M 2201/40 using speech recognition speech recognition per se G10L15/00
• CPC Class Codes: H04M 3/42221 Conversation recording systems at the subscriber's set H04M1/656
• CPC Class Codes: H04M 3/51 Centralised call answering arrangements requiring operator intervention , e.g. call or contact centers for telemarketing
• CPC Class Codes: H04M 3/5175 Call or contact centers supervision arrangements

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.

Claims

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.

2. The method of claim 1, wherein the interaction content is acquired from a plurality of communication channels.

3. The method of claim 2, wherein the plurality of communication channels comprises email, phone calls, text messaging, web chat, and social media interactions.

4. The method of claim 2, wherein the interaction content is identified by an identification number and grouped according to the identification number as an interaction history, and further comprising:

acquiring metadata along with the acquisition of the interaction content, and storing the metadata in the interaction history;

converting the interaction content to a common format; and

applying analytics to the interaction content in the common format and to the metadata to identify the at least one issue.

5. The method of claim 4, wherein the common format is a text format, and the analytics are textual analytics.

6. The method of claim 1, wherein the interaction content is audio data of a customer service interaction.

7. The method of claim 6, wherein the audio data is received in real time and further comprising, performing real-time speech recognition and analytics on the received audio data.

8. The method of claim 7, further comprising receiving metadata associated with the received audio data, wherein the automated creation of the survey is further based upon the received metadata and the delivery channel is determined based upon the metadata.

9. The method of claim 8, further comprising:

automatedly creating the survey before the end of the customer service interaction; and

delivering the survey to the customer as a part of the customer service interaction.

10. The method of claim 1, wherein automatedly crating the survey of a plurality of questions further comprises:

Selecting a plurality of questions for the survey from a database of predetermined questions based upon the identified at least one issue.

11. The method of claim 10, wherein the plurality of questions for the survey are selected based in part upon received metadata associated with the interaction content and the metadata is stored in association with the automatedly created survey.

12. The method of claim 1, wherein the delivery channel is selected from email, interactive voice response, text message, web chat, or online delivery channels.

13. A method of automated customer service survey design and delivery, the method comprising:

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.

14. The method of claim 13, wherein the customer interaction content is received as a real time stream of audio data from a customer service interaction and the customer interaction content is analyzed in real time to automated create the survey.

15. The method of claim 14, father comprising:

coordinating delivery of the survey through the determined delivery channel in conjunction with an end of the customer service interaction.

16. The method of claim 13, wherein automatedly creating the survey comprises selecting a preexisting survey of a plurality of questions based upon at least one issue and the customer metadata.

17. The method of claim 13, wherein automatedly creating the survey comprises selecting predetermined questions based upon the at least one identified issue and the customer metadata to create a survey of a predetermined number of questions.

18. A system for survey design and delivery, the system comprising:

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.

19. The system of claim 18, wherein the source of interaction content is a stream of real time audio of an interpersonal interaction obtained by an audio recorder, and the processor operates in real time to construct and deliver the constructed survey in conjunction with the interpersonal interaction.

20. The system of claim 18, wherein the source of interaction content is a database comprising interaction content from a plurality of customer service interactions originating from a plurality of interaction channels, each stored in the database in association to a customer identification;

and wherein the processor applies the analytics rules to all of the interaction content associated to a single customer identification to construct and deliver the constructed survey.