Smart scripting call centers
First Claim
1. A system (101) for facilitating interaction between a customer and a service provider, said system being configurable and comprising a set of reusable components said system further comprising a script (11) and an associated database (103), wherein a) said script (11) comprises a hierarchical set of structured pages (13), b) at least one of said one or more pages (13) comprising a structured set of questions (17), c) at least one of said questions (17) having responses (19), and d) at least one of said responses (19) causing the system to either i) link to an associated database, or ii) link to another question (15) in the script (11).
2 Assignments
0 Petitions
Accused Products
Abstract
User configurable and reconfigurable scripting, methods of scripting, and systems for scripting for call centers, technical support centers, and marketers. Scripts are interactive tools that guide a telemarketer, a sales person, or a technical support technician through a telephone call with a customer. Scripts are characterized by going on to particular subsequent questions as a function of the customer'"'"'s answer to a previous question.
-
Citations
22 Claims
-
1. A system (101) for facilitating interaction between a customer and a service provider, said system being configurable and comprising a set of reusable components said system further comprising a script (11) and an associated database (103), wherein
a) said script (11) comprises a hierarchical set of structured pages (13), b) at least one of said one or more pages (13) comprising a structured set of questions (17), c) at least one of said questions (17) having responses (19), and d) at least one of said responses (19) causing the system to either i) link to an associated database, or ii) link to another question (15) in the script (11).
-
16. A method of configuring software adapted for facilitating interaction between a customer and a service provider utilizing a script (11) and an associated database (103), said method calling a set of reusable components, and wherein
a) said script (11) comprises a hierarchical set of structured pages (13), b) at least one of said one or more pages (13) comprising a structured set of questions (15), c) at least one of said questions (17) having responses (19), and d) at least one of said likely responses (19) causing the system to either i) link to an associated database (103), or ii) link to another question (17) in the script (11), said method comprising the steps of: -
a) presenting a question (17) to a user, b) receiving a response (19) from the user, and c) branching (21) in response to the user'"'"'s response to the question to link to i) the associated database (103), or ii) to another question (17).
-
Specification