Customer interaction reporting

• US 20030204498A1
• Filed: 05/31/2002
• Published: 10/30/2003
• Est. Priority Date: 04/30/2002
• Status: Abandoned Application

• Current Assignee: SAP AG (SAP SE)
• Original Assignee: SAP AG (SAP SE)
• Inventors: Lehnert, Bernd R.
• Application Number:
  US10/157,864
• Publication Number:
  US 20030204498A1
• Time in Patent Office: Days
• US Class Current: 707/3
• CPC Class Codes: G06F 40/174 Form filling; Merging
• CPC Class Codes: G06Q 10/10 Office automation; Time management
• CPC Class Codes: G10L 15/26 Speech to text systems G10L15/08 takes precedence
• CPC Class Codes: H04M 3/382 using authorisation codes or passwords
• CPC Class Codes: H04M 3/493 Interactive information services, e.g. directory enquiries ; Arrangements therefor, e.g. interactive voice response [IVR] systems or voice portals
• CPC Class Codes: H04M 3/4938 comprising a voice browser which renders and interprets, e.g. VoiceXML

Abstract

A computer-implemented method of filling out an electronic data gathering form is described. The method includes presenting, during a first session of filling out the data gathering form, a series of queries to a user. Voice responses to the presented queries are received from the user during the first session. During a later second session of filling out the data gathering form, the electronic data gathering form is presented on a visual display with responses completed using the voice responses from the user.

Claims

1. A computer-implemented method of filling out an electronic data gathering form, the method comprising:

presenting, during a first session of filling out the data gathering form, a series of queries to a user;

receiving from the user, during the first session, voice responses to the presented queries;

presenting on a visual display, during a later second session of filling out the data gathering form, content of the voice responses received from the user; and

permitting responses to other queries of the data gathering form to be filled out using an input device associated with the visual display.

2. The method of claim 1, wherein the electronic data gathering form comprises a customer interaction report concerning an interaction with a customer.

3. The method of claim 2, wherein the customer interaction report concerns a sales visit with the customer.

4. The method of claim 1, wherein presenting the series of queries to the user comprises vocalizing the series of queries to the user.

5. The method of claim 4, wherein vocalizing the series of queries comprises vocalizing the series of queries over a telephone network.

6. The method of claim 5, wherein receiving the voice responses to the vocalized queries comprises receiving the voice responses over the telephone network.

7. The method of claim 1, further comprising receiving user responses completing the electronic data gathering form in the second session.

8. The method of claim 1, wherein presenting the electronic data gathering form on the visual display comprises presenting the electronic data gathering form at a first time the user logs into a computer system associated with the visual display after the user provides the voice responses.

9. The method of claim 1, wherein the user does not complete filling out of the electronic data gathering form in the second session.

10. The method of claim 9, further comprising presenting, during a later third session of filling out the data gathering form, the electronic data gathering form having responses completed using the voice responses and the second session responses from the user.

11. The method of claim 9, further comprising receiving responses from a second user during the second session.

12. A computer program product, tangibly stored on machine readable media, for filling out an electronic data gathering form, the product comprising instructions to cause a processor to:

receive a first response to a first query in an interaction report over a first platform, the interaction report relating to an interaction with a customer;

receive a second response to a second query in the interaction report over a second platform, the second platform being different from the first platform; and

store the first response in association with the second response in an electronically-accessible format.

13. The product of claim 12, wherein the first response and the second response are received from a single person.

14. The product of claim 13, wherein the first response and the second response are received from a salesperson to report about a visit with the customer.

15. The product of claim 13, wherein the instructions cause the processor to receive the first response over a telephone.

16. The product of claim 13, wherein the first response can be used to determine a likelihood that the customer will purchase a product.

17. The product of claim 16, wherein the instructions cause the processor to determine the likelihood that the customer will purchase the product.

18. The product of claim 12, wherein the first response can be used to determine if the interaction report should be routed to another.

19. The product of claim 18, wherein the instructions cause the processor to route the interaction report as directed by the first response.

20. The product of claim 19, wherein the instructions cause the processor to:

identify a format-independent portion of the interaction report and a format-dependent portion of the interaction report, the format-independent portion including the first response and the second response; and

transform the format-dependent portion of the interaction report for rendition.

21. The product of claim 12, wherein the first response identifies the customer in the interaction.

22. The product of claim 12, wherein the instructions cause the processor to store the first response and the second response separately from the first query and the second query.

23. The product of claim 12, wherein the instructions cause the processor to:

identify a format-independent portion of the first query and a format-dependent portion of the first query, the format independent portion including the first response; and

transform the format-dependent portion of the first query for rendition on the first platform.

24. The product of claim 12, wherein the instructions cause the processor to store the first response and the second response as a format-independent portion of the interaction report.

25. The product of claim 24, wherein the instructions cause the processor to store a format-dependent portion of the interaction report.

26. The product of claim 12, wherein the instructions cause the processor to store the interaction report in a XML format.

27. The product of claim 12, wherein the instructions cause the processor to order the first query before the second query.

28. The product of claim 27, wherein the instructions cause the processor to order the first query before the second query based on a nature of the first platform.

29. The product of claim 27, wherein the instructions cause the processor to order the first query before the second query based on a nature of the first query.

30. The product of claim 27, wherein the instructions cause the processor to order the first query before the second query based on a nature of the first response.