Personalized Customer Surveys Using Machine Learning

A method comprising:

• receiving a first electronic message from a particular customer including a service request;
• storing one or more records comprising a log of (a) a plurality of interactions associated with the service request and (b) performance metadata corresponding to the plurality of interactions;
• responsive to a trigger event, generating a large language model (LLM) prompt to generate a personalized survey question, at least by:
• generating a first portion of the LLM prompt based on the plurality of interactions;
• generating a second portion of the LLM prompt based on the performance metadata;
• applying the first portion of the LLM prompt and the second portion of the LLM prompt to an LLM prompt template, to obtain the LLM prompt;
• submitting the LLM prompt to an LLM to obtain a personalized survey question for the customer;
• generating a survey comprising the personalized survey question;
• and
• transmitting the survey to the customer for completion,
• wherein the method is performed by at least one device including a hardware processor.

A system comprising:

• at least one device including a hardware processor;
• the system being configured to perform operations comprising:
• receiving a first electronic message from a particular customer including a service request;
• storing one or more records comprising a log of (a) a plurality of interactions associated with the service request and (b) performance metadata corresponding to the plurality of interactions;
• responsive to a trigger event, generating a large language model (LLM) prompt to generate a personalized survey question, at least by:
• generating a first portion of the LLM prompt based on the plurality of interactions;
• generating a second portion of the LLM prompt based on the performance metadata;
• applying the first portion of the LLM prompt and the second portion of the LLM prompt to an LLM prompt template, to obtain the LLM prompt;
• submitting the LLM prompt to an LLM to obtain a personalized survey question for the customer;
• generating a survey comprising the personalized survey question;
• and
• transmitting the survey to the customer for completion.