Feedback collection and sentiment analysis from taxpayers

Purpose

1.1. Collect structured feedback from taxpayers post-interaction across multiple channels to assess satisfaction, identify pain points, and improve revenue service delivery.
1.2. Analyze sentiment in real-time to classify taxpayer attitudes (positive, neutral, negative) and escalate incidents promptly.
1.3. Generate reports and actionable insights for continuous process improvement and regulatory compliance monitoring.
1.4. Enable true omni-channel communication, including SMS, email, web forms, and social media.

Trigger Conditions

2.1. Completion of taxpayer portal transactions (e.g., e-filing, inquiry submission).
2.2. Closure of email or chat support interactions.
2.3. Tax payment confirmation events.
2.4. Scheduled surveys after important deadlines or regulatory changes.
2.5. Ad hoc trigger by agent or automated workflow for targeted feedback campaigns.

Platform Variants

3.1. Twilio SMS
• Feature/Setting: Use Twilio Programmable SMS API; configure webhook for message delivery and response collection.
3.2. SendGrid
• Feature/Setting: Utilize SendGrid’s Email API with Inbound Parse for survey email, auto-response, and feedback collection.
3.3. Google Forms
• Feature/Setting: Configure form triggers and Google Sheets API for survey intake and automatic sentiment script execution.
3.4. Microsoft Forms
• Feature/Setting: Set up forms with Power Automate connectors for real-time response push and adaptive card notifications.
3.5. Slack
• Feature/Setting: Deploy Slack Incoming Webhooks and modals for posting surveys and parsing sentiment analytics in channels.
3.6. WhatsApp Business API
• Feature/Setting: Enable template messages and fetch replies; integrate webhooks for automated data extraction.
3.7. Zendesk
• Feature/Setting: Automate ticket closure feedback via Triggers and use the API to collect ratings and sentiment.
3.8. Freshdesk
• Feature/Setting: Use Automation Rules to send feedback surveys; analyze via API.
3.9. SurveyMonkey
• Feature/Setting: Launch survey via API after transaction; enable survey response webhook and sentiment add-on.
3.10. JotForm
• Feature/Setting: Use JotForm Webhooks and Zapier to push responses to sentiment analysis function.
3.11. Typeform
• Feature/Setting: Integrate Webhooks and APIs to trigger surveys post-transaction and analyze JSON payloads.
3.12. Qualtrics
• Feature/Setting: Configure Reaction/CoreXM API for targeted survey dispatch and Text iQ for sentiment analytics.
3.13. Salesforce Service Cloud
• Feature/Setting: Use Survey Invitation process builder; connect with Einstein for AI sentiment classification.
3.14. HubSpot
• Feature/Setting: Workflow automation to send feedback emails; Service API for survey and sentiment logging.
3.15. Google Cloud Natural Language API
• Feature/Setting: Parse free-text survey responses using Entity Sentiment Analysis endpoint.
3.16. Amazon Comprehend
• Feature/Setting: Use DetectSentiment API on response payloads for scoring and flagging issues.
3.17. IBM Watson Tone Analyzer
• Feature/Setting: Send feedback text to /v3/tone endpoint for nuanced sentiment breakdown.
3.18. Facebook Messenger API
• Feature/Setting: Use webhook for conversation close event; send automated survey and retrieve feedback.
3.19. Intercom
• Feature/Setting: Automated post-chat surveys via workflows and Webhooks for real-time sentiment tagging.
3.20. Microsoft Teams
• Feature/Setting: Use bots with Survey Adaptive Cards; capture and forward responses for analysis.

Benefits

4.1. Increased taxpayer satisfaction through rapid, multi-channel feedback collection.
4.2. Early detection of dissatisfaction and escalation of critical issues.
4.3. Comprehensive, continuous sentiment data informs government policy and service design.
4.4. Reduced manual effort, enhanced coverage and regulatory compliance, and real-time analytics for decision-makers.