Automated centralized real-time multi-channel feedback system

A method comprising the steps of:

• analyzing feedback from a plurality of users, wherein the analyzing comprises:
• gathering data from the plurality of users;
• processing the data to derive at least one trend from the data, wherein the processing comprises performing parallel structured query language processing, running analytical queries and mixed query workloads in parallel environments;
• formatting a presentation of the data to enumerate the at least one trend;
• and
• writing the data to a data store;
• transmitting the feedback comprising results of the analyzing comprising the presentation of the data, to at least one of a business unit and an experiential unit in real-time, wherein the business unit and the experiential unit are communicatively coupled to a centralized portal through which the feedback is transmitted, and have defined access to the centralized portal;
• managing the feedback from each of a plurality of interfaces through which the plurality of users provide the data;
• wherein at least one of the plurality interfaces comprises an input component on a graphical user interface;
• wherein the feedback further comprises information inputted from a user of the plurality of users via the input component during use of a product;
• wherein the centralized portal comprises a set of tools comprising a markup language, a language describing presentation of a document written in the markup language, and a scripting language for providing dynamic control of the document written in the markup language, the set of tools being used for configuring the centralized portal:
• (i) to generate a dashboard visualization for at least one of the business unit and the experiential unit, the dashboard visualization comprising the results of the analyzing comprising instant views of trend analysis of at least one of real-time customer behavior, real-time customer responses and real-time customer requests;
• (ii) to process and transmit the feedback comprising the inputted information to at least one of the business unit and the experiential unit as a part of the real-time presentation of the data in the dashboard visualization;
• (iii) to process and transmit to the user from at least one of the business unit and the experiential unit a real-time response to the feedback comprising the inputted information;
• and (iv) to receive and process instructions outlining access to the system for at least one of the business unit, the experiential unit and the plurality of users;
• wherein the feedback further comprises a response to a survey;
• training a learning algorithm as to which questions for the survey are appropriate for at least one of a plurality of factors, wherein the training is based on acceptance or rejection of the questions for the survey by at least one of the business unit and the experiential unit provided via the centralized portal and determined during an automated workflow implemented to obtain approval for the questions for the survey;
• wherein the automated workflow is implemented by a workflow management engine configured to define and apply roles of the business unit, the experiential unit and groups within the business and experiential units in connection with the approval, authoring and review of the questions for the survey;
• automatically providing questions for the survey to the plurality of users based on the trained learning algorithm, wherein the plurality of factors comprise a service offering, a product line, a target customer base, and a survey structure;
• determining two or more of the plurality of the interfaces on which the survey is to be run;
• automatically generating a plurality of different survey structures for the survey based on the determination of the two or more interfaces, the plurality of different survey structures respectively corresponding to the two or more interfaces of the plurality of interfaces;
• pushing the plurality of different survey structures to their corresponding ones of the two or more interfaces;
• and
• translating the data from the plurality of users to a structured form to enable the analyzing to be performed on the data, irrespective of an interface of the plurality of interfaces through which the feedback is collected;
• wherein at least another one of the plurality of interfaces providing the feedback comprises streaming input from one or more social media applications;
• and
• wherein the steps of the method are executed on a platform via at least one processor coupled to a memory.

A method comprising:

• implementing a platform via at least one processing device having a processor coupled to a memory;
• and
• executing, by the at least one processing device of the platform, the steps of:
• analyzing feedback from a plurality of users, wherein the analyzing comprises:
• gathering data from the plurality of users;
• processing the data to derive at least one trend from the data, wherein the processing comprises performing parallel structured query language processing, running analytical queries and mixed query workloads in parallel environments;
• formatting a presentation of the data to enumerate the at least one trend;
• and
• writing the data to a data store;
• transmitting the feedback comprising results of the analyzing comprising the presentation of the data, to at least one of a business unit and an experiential unit in real-time, wherein the business unit and the experiential unit are communicatively coupled to a centralized portal through which the feedback is transmitted, and have defined access to the centralized portal;
• managing the feedback from each of a plurality of interfaces through which the plurality of users provide the data;
• wherein at least one of the plurality interfaces comprises an input component on a graphical user interface;
• wherein the feedback further comprises information inputted from a user of the plurality of users via the input component during use of a product;
• wherein the centralized portal comprises a set of tools comprising a markup language, a language describing presentation of a document written in the markup language, and a scripting language for providing dynamic control of the document written in the markup language, the set of tools being used for configuring the centralized portal:
• (i) to generate a dashboard visualization for at least one of the business unit and the experiential unit, the dashboard visualization comprising the results of the analyzing comprising instant views of trend analysis of at least one of real-time customer behavior, real-time customer responses and real-time customer requests, (ii) to process and transmit the feedback comprising the inputted information to at least one of the business unit and the experiential unit as a part of the real-time presentation of the data in the dashboard visualization;
• (iii) to process and transmit to the user from at least one of the business unit and the experiential unit a real-time response to the feedback comprising the inputted information;
• and (iv) to receive and process instructions outlining access to the system for at least one of the business unit, the experiential unit and the plurality of users;
• wherein:
• the feedback further comprises a response to a survey;
• and
• the method further comprises executing, by the at least one processing device of the platform, the step of:
• training a learning algorithm as to which questions for the survey are appropriate for at least one of a plurality of factors, wherein the training is based on acceptance or rejection of the questions for the survey by at least one of the business unit and the experiential unit provided via the centralized portal and determined during an automated workflow implemented to obtain approval for the questions for the survey;
• wherein the automated workflow is implemented by a workflow management engine configured to define and apply roles of the business unit, the experiential unit and groups within the business and experiential units in connection with the approval, authoring and review of the questions for the survey;
• automatically providing questions for the survey to the plurality of users based on the trained learning algorithm, wherein the plurality of factors comprise a service offering, a product line, a target customer base, and a survey structure;
• determining two or more of the plurality of the interfaces on which the survey is to be run;
• automatically generating a plurality of different survey structures for the survey based on the determination of the two or more interfaces, the plurality of different survey structures respectively corresponding to the two or more interfaces of the plurality of interfaces;
• pushing the plurality of different survey structures to theft corresponding ones of the two or more interfaces;
• and
• translating the data from the plurality of users to a structured form to enable the analyzing to be performed on the data, irrespective of an interface of the plurality of interfaces through which the feedback is collected;
• wherein at least another one of the plurality of interfaces providing the feedback comprises streaming input from one or more social media applications.

An article of manufacture comprising a processor-readable storage medium having encoded therein executable code of one or more software programs, wherein the one or more software programs when executed by a processing device implement the steps of:

• analyzing feedback from a plurality of users, wherein the analyzing comprises:
• gathering data from the plurality of users;
• processing the data to derive at least one trend from the data, wherein the processing comprises performing parallel structured query language processing, running analytical queries and mixed query workloads in parallel environments;
• formatting a presentation of the data to enumerate the at least one trend;
• and
• writing the data to a data store;
• transmitting the feedback comprising results of the analyzing comprising the presentation of the data, to at least one of a business unit and an experiential unit in real-time, wherein the business unit and the experiential unit are communicatively coupled to a centralized portal through which the feedback is transmitted, and have defined access to the centralized portal;
• managing the feedback from each of a plurality of interfaces through which the plurality of users provide the data;
• wherein at least one of the plurality interfaces comprises an input component on a graphical user interface;
• wherein the feedback further comprises information inputted from a user of the plurality of users via the input component during use of a product;
• wherein the centralized portal comprises a set of tools comprising a markup language, a language describing presentation of a document written in the markup language, and a scripting language for providing dynamic control of the document written in the markup language, the set of tools being used for configuring the centralized portal:
• (i) to generate a dashboard visualization for at least one of the business unit and the experiential unit, the dashboard visualization comprising the results of the analyzing comprising instant views of trend analysis of at least one of real-time customer behavior, real-time customer responses and real-time customer requests;
• (ii) to process and transmit the feedback comprising the inputted information to at least one of the business unit and the experiential unit as a part of the real-time presentation of the data in the dashboard visualization;
• (iii) to process and transmit to the user from at least one of the business unit and the experiential unit a real-time response to the feedback comprising the inputted information;
• and (iv) to receive and process instructions outlining access to the system for at least one of the business unit, the experiential unit and the plurality of users;
• wherein:
• the feedback further comprises a response to a survey;
• and
• the one or more software programs when executed by the processing device further implement the steps of:
• training a learning algorithm as to which questions for the survey are appropriate for at least one of a plurality of factors, wherein the training is based on acceptance or rejection of the questions for the survey by at least one of the business unit and the experiential unit provided via the centralized portal and determined during an automated workflow implemented to obtain approval for the questions for the survey;
• wherein the automated workflow is implemented by a workflow management engine configured to define and apply roles of the business unit, the experiential unit and groups within the business and experiential units in connection with the approval, authoring and review of the questions for the survey;
• automatically providing questions for the survey to the plurality of users based on the trained learning algorithm, wherein the plurality of factors comprise a service offering, a product line, a target customer base, and a survey structure;
• determining two or more of the plurality of the interfaces on which the survey is to be run;
• automatically generating a plurality of different survey structures for the survey based on the determination of the two or more interfaces, the plurality of different survey structures respectively corresponding to the two or more interfaces of the plurality of interfaces;
• pushing the plurality of different survey structures to their corresponding ones of the two or more interfaces;
• and
• translating the data from the plurality of users to a structured form to enable the analyzing to be performed on the data, irrespective of an interface of the plurality of interfaces through which the feedback is collected;
• wherein at least another one of the plurality of interfaces providing the feedback comprises streaming input from one or more social media applications.