Abstract
Collecting user satisfaction data can be challenging, as certain methods, such as delayed, single-channel email surveys, may result in low participation and skewed datasets. Disclosed are systems and methods for a multi-channel, event-driven orchestration framework for soliciting user feedback. A system can be initiated by an event, for example a support case closure, and may send an initial notification directing a user to a survey. For users who do not respond, a conditional, context-aware reminder can be delivered through an alternative communication channel, such as a synchronous chat application, after considering factors like the user's local time and calendar availability. This approach may help increase the volume and accuracy of collected feedback data by reducing user effort and improving the timeliness of requests through the use of multiple, context-aware communication channels.
Creative Commons License
This work is licensed under a Creative Commons Attribution 4.0 License.
Recommended Citation
Singhal, Parnika, "Multi-Channel Orchestration of Context-Aware User Feedback Collection", Technical Disclosure Commons, (September 07, 2026)
https://www.tdcommons.org/dpubs_series/11619