Routing customer feedback and service request

1. A computer-implementable method for performing a token feedback operation, comprising:

providing a feedback interactive client (FIC) using an installed application or website access page to receive product specific issues using XML or JSON;

creating a feedback request identifier (FID) table with a plurality of records (i);

creating a feedback token repository (FTR) table with a plurality of records (j);

receiving the customer product specific issues in the form of computer script or format received by a data collector module of a feedback tokenize engine (FTE);

tokenizing the received customer product specific issues by the FTE into unique identified tokens, wherein predefined tokens are preloaded into the FTE and subsequent customer product support issues are tokenized and added to a feedback token repository (FTR) by the FTE, wherein the FTR pulls lists of service requests having feedback request identifiers (FID);

matching the unique identified tokens through feedback token system that includes an auto highlight module that implements a matching algorithm that identifies appropriate tokens determined to best resolve the customer product specific issues, wherein the matching algorithm performs the following steps:

a) iterate through each field (i) of the FID table and each field (j) of the FTR table using a nested loop

b) compare the unique token to each field of the FID table and the FTR table according to the nested loop

c) adding a new token to the FTR table by the FTE when the comparison does not result in a match

d) identify one of more business entities based on the comparison of the unique token to the FID and FTR fields;

routing through the FTE the appropriate tokens via a feedback channel bus (FCB) to the one or more business entities.

2. The method of claim 1 , wherein:

the data collector module receives the customer product specific issues from various channels and various computing platforms.

3. The method of claim 1 , wherein:

the tokenizing the received customer product specific issues is performed on customer feedback.

4. The method of claim 1 , further comprising:

storing the tokens in a repository prior to routing the tokens to the one or more business entities.

5. The method of claim 4 , further comprising:

storing predefined tokens directed to particular business lines.

6. The method of claim 1 , further comprising:

receiving customer service requests; and

matching the customer service requests with relevant tokens.

7. The method of claim 1 , further comprising:

filtering duplicate customer product specific issues through a data filter and deduplication module of the FTE prior to tokening the received customer product specific issues.

8. A system comprising:

a processor;

a data bus coupled to the processor; and

a non-transitory, computer-readable storage medium embodying computer program code, the non-transitory, computer-readable storage medium being coupled to the data bus, the computer program code interacting with a plurality of computer operations and comprising instructions executable by the processor and configured for:

providing a feedback interactive client (FIC) using an installed application or website access page to receive product specific issues using XML or JSON;

creating a feedback request identifier (FID) table with a plurality of records (i);

creating a feedback token repository (FTR) table with a plurality of records (j);

receiving the customer product specific issues in the form of computer script or format received by a data collector module of a feedback tokenize engine (FTE);

tokenizing the received customer product specific issues by the FTE into unique identified tokens, wherein predefined tokens are preloaded into the FTE and subsequent customer product support issues are tokenized and added to a feedback token repository (FTR) by the FTE, wherein the FTR pulls lists of service requests having feedback request identifiers (FID);

matching the unique identified tokens through feedback token system that includes an auto highlight module that implements a matching algorithm that identifies appropriate tokens determined to best resolve the customer product specific issues, wherein the matching algorithm performs the following steps:

a) iterate through each field (i) of the FID table and each field (j) of the FTR table using a nested loop

b) compare the unique token to each field of the FID table and the FTR table according to the nested loop

c) adding a new token to the FTR table by the FTE when the comparison does not result in a match

d) identify one of more business entities based on the comparison of the unique token to the FID and FTR fields;

routing through the FTE the appropriate tokens via a feedback channel bus (FCB) to the one or more business entities.

9. The system of claim 8 , wherein the data collector module receives the customer feedback and customer service requests from various channels supporting various computing platforms.

10. The system of claim 8 , wherein the routing is pushed to the particular business entities over a dedicated feedback channel bus.

11. The system of claim 8 , wherein the instructions executable by the processor are further configured for:

storing the tokens and customer service requests in a repository.

12. The system of claim 8 , wherein the instructions executable by the processor are further configured for:

matching tokens with the customer service requests.

13. The system of claim 8 , wherein the instructions executable by the processor are further configured for:

filtering similar customer feedback and service requests received from various channels through a data filter and deduplication module of the FTE.

14. A non-transitory, computer-readable storage medium embodying computer program code, the computer program code comprising computer executable instructions configured for:

providing a feedback interactive client (FIC) using an installed application or website access page to receive product specific issues using XML or JSON;

creating a feedback request identifier (FID) table with a plurality of records (i);

creating a feedback token repository (FTR) table with a plurality of records (j);

receiving the customer product specific issues in the form of computer script or format received by a data collector module of a feedback tokenize engine (FTE);

tokenizing the received customer product specific issues by the FTE into unique identified tokens, wherein predefined tokens are preloaded into the FTE and subsequent customer product support issues are tokenized and added to a feedback token repository (FTR) by the FTE, wherein the FTR pulls lists of service requests having feedback request identifiers (FID);

matching the unique identified tokens through feedback token system that includes an auto highlight module that implements a matching algorithm that identifies appropriate tokens determined to best resolve the customer product specific issues, wherein the matching algorithm performs the following steps:

a) iterate through each field (i) of the FID table and each field (j) of the FTR table using a nested loop

b) compare the unique token to each field of the FID table and the FTR table according to the nested loop

c) adding a new token to the FTR table by the FTE when the comparison does not result in a match

d) identify one of more business entities based on the comparison of the unique token to the FID and FTR fields;

routing through the FTE the appropriate tokens via a feedback channel bus (FCB) to the one or more business entities.

15. The non-transitory, computer-readable storage medium of claim 14 , wherein:

the data collector module receives the customer product specific issues from various channels and various computing platforms.

16. The non-transitory, computer-readable storage medium of claim 14 , wherein:

the tokenizing includes assigning identifiers to the customer product specific issues.

17. The non-transitory, computer-readable storage medium of claim 14 , wherein the computer executable instructions are further configured for:

filtering duplicate received customer product specific issues.

18. The non-transitory, computer-readable storage medium of claim 14 , wherein the computer executable instructions are further configured for:

matching tokens with customer service requests.

19. The non-transitory, computer-readable storage medium of claim 14 , wherein:

the routing pushes new or updated tokens to the particular business entities.

20. The non-transitory, computer-readable storage medium of claim 14 , wherein the computer executable instructions are further configured for:

receiving confirmation by the FTE from the business entities of ownership of tokens and customer service requests.