Apparatus, system, and method for presenting scripts to a contact

• US 20050216551A1
• Filed: 03/28/2005
• Published: 09/29/2005
• Est. Priority Date: 03/27/2004
• Status: Active Grant

• Current Assignee: Noguar Lc
• Original Assignee: Noguar Lc
• Inventors: Smith, Jennifer, Baker, Forest III, Baker, Forest IV, Sirstins, John
• Granted Patent: US 7,640,510 B2
• Time in Patent Office: Days
• US Class Current: 709/202
• CPC Class Codes: H04L 67/306 User profiles
• CPC Class Codes: H04M 2201/38 Displays
• CPC Class Codes: H04M 2203/355 Interactive dialogue design tools, features or methods
• 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 3/50 Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers H04M3/487 takes precedence; centralised dictation systems H04M11/10; Centralised arrangements for recording messages
• CPC Class Codes: H04M 3/5133 Operator terminal details
• CPC Class Codes: H04M 3/5166 in combination with interactive voice response systems or voice portals, e.g. as front-ends
• CPC Class Codes: H04M 3/5183 Call or contact centers with computer-telephony arrangements
• CPC Class Codes: H04M 3/527 Centralised call answering arrangements not requiring operator intervention

Abstract

An apparatus, system, and method are disclosed for presenting a plurality of scripts to a contact. A script player module plays a plurality of prerecorded audio file scripts. A presentation module presenting a plurality of script options to an agent. An input module receives an agent input corresponding to at least one of the script options. A profile module stores a contact profile reflecting contact-specific data, and the presentation module presents script options to the agent based upon the profile for outputting contact-specific scripts.

Claims

1. An apparatus for presenting a plurality of scripts to a contact, the apparatus comprising:

a script player module for playing a plurality of scripts, each script comprising a prerecorded audio files;

a presentation module for presenting a plurality of script options to an agent;

an input module for receiving an agent input corresponding to at least one of said plurality of script options, at least one agent input corresponding to an executable for playing a script;

a profile module for storing a contact profile reflecting contact-specific data; and

the presentation module further configured to present script options to the agent based upon the profile for outputting contact-specific scripts.

2. The apparatus of claim 1, wherein the presentation module is configured to present navigation options to allow the agent to view script options corresponding to a previously played script.

3. The apparatus of claim 1, wherein the presentation module is configured to present navigation options to allow the agent to switch from a present set of script options to different set of script options.

4. The apparatus of claim 1, further comprising a voice module for outputting the agent'"'"'s live voice.

5. The apparatus of claim 1, further comprising a statistics module for keeping statistical data regarding agent inputs.

6. The apparatus of claim 5, wherein the presentation module presents script options based upon data provided by the statistics module.

7. The apparatus of claim 1, wherein the profile module is configured to output data regarding contact information obtained during a call.

8. The apparatus of claim 1, wherein the input module is further programmed to provide at least one pointer to data in the profile.

9. The apparatus of claim 7, wherein the presentation module is configured to present at least one script option comprising data associated with at least one pointer.

10. The apparatus of claim 7, wherein the presentation module is configured to present a sequence of script options based upon data associated with at least one pointer.

11. The apparatus of claim 7, wherein the input module is configured to reassign the pointer in response to an agent input.

13. The apparatus of claim 1, wherein the presentation module is configured to display at least one script option reflecting a response from a contact.

12. The apparatus of 1, wherein the input module is configured to modify the profile in response to an agent input.

14. An apparatus for presenting a plurality of scripts to a contact, the apparatus comprising:

a script player module for playing a plurality of scripts, each script comprising a prerecorded audio file;

a presentation module for presenting a plurality of script options to an agent;

an input module for receiving an agent input corresponding to at least one of said plurality of script options, at least one agent input corresponding to an executable for playing a script;

a statistics module for keeping and analyzing statistical data regarding agent inputs; and

the presentation module configured to present script options based upon data provided by the statistics module.

15. An apparatus for formulating a computerized presentation of a sequence of scripts comprising audio files, the apparatus comprising:

a content module for providing scripts having fixed content;

an interaction module for allowing agents to present the scripts to a contact and to freely interject agent content into the script presentation;

a recording module for recording the presentation of scripts and agent interjections;

a structure module for providing a profile structure based upon the presentation of scripts and agent interjections; and

an output module for outputting a dynamic script structure comprising a script sequence and script content.

16. The apparatus of system of claim 15, wherein the content module is configured to integrate agent content into the fixed content.

17. The apparatus of claim 15, wherein the content module is configured to modify at least one script to incorporate the content and sequence of agent content recorded by the recording.

18. The apparatus of claim 15, further comprising an analysis module to determine the frequency and sequence of scripts presented by the agent to a contact to modify the content and sequence of scripts to be presented by the agent.

19. The apparatus of claim 15, wherein the content module provides a script containing modifications to a script previously provided, the modifications based upon observing an agent present the script and interject agent content.

20. A system for presenting a plurality of scripts to a contact, the system comprising:

a dialer configured to connect to a phone system;

a controller coupled to the dialer for managing the initiation of calls to a contact;

Input/Output (I/O) devices configured to interact with a user;

a memory containing modules for execution on a processor, the modules comprising;

a script player module for playing scripts in the form of audio files;

a presentation module for presenting a plurality of script options to an agent;

an input module for receiving agent inputs each input corresponding to a script option; and

a profile module for storing contact specific data; and

a communication network coupling the dialer, controller, processor, I/O devices, and memory.

21. The system of claim 20, wherein the memory further comprises a script formulation module to formulate scripts.

22. The system of claim 20, wherein the memory further comprises a statistics module for keeping statistical data regarding agent inputs.

23. A method for presenting a plurality of audio files to a contact, the method comprising:

storing a plurality of audio files;

presenting to an agent a selection of script options, each script option corresponding to an audio file;

receiving from an agent an input to control playing of an audio file to the contact;

storing a profile reflecting data corresponding to the response of the contact; and

selectively playing a plurality of audio files, customized to reflect the profile.

24. The method of claim 23, further comprising calling a phone number corresponding to a contact over a telecommunications network.

25. The method of claim 23, wherein the agent input reflects a response from the contact.

26. The method of claim 23, wherein at least one script option reflects data in the profile obtained from the contact during a call.

27. The method of claim 23, wherein receiving an agent input comprises automatically updating data in the profile.

28. The method of claim 23, wherein the selection of script options are presented based upon a statistical analysis of agent inputs.

29. The method of claim 23, wherein receiving an input comprises providing at least one pointer to data in the profile.

30. The method of claim 29, wherein presenting a selection of script options comprises presenting at least one script option comprising data associated with at least one pointer.

31. The method of claim 29, wherein the presenting a selection of script options comprises presenting a sequence of script options based upon data associated with at least one pointer.

32. The method of claim 29, wherein receiving an input comprising reassigning the pointer in response to an agent input.

33. The method of claim 23, wherein receiving an input comprises modifying the profile in response to an agent input.

34. The method of claim 23, wherein receiving an agent input comprises providing a digital input to a central processing unit for executing the playing of a script.

35. The method of claim 23, wherein presenting script options comprises presenting data reflecting facts corresponding to a circumstance of the prospective customer.

36. A method for formulating a computerized presentation of a sequence of scripts comprising fixed content, customer-dependent content, and agent content, the method comprising:

providing scripts comprising fixed content;

providing agents to control presentation of the scripts;

allowing agents to interject into the presentation of the scripts with agent content;

observing the agents during presentation to prospective customers and recording the execution of the script segments and interjection of agent content as presented at the discretion of the agent;

providing a profiling structure based upon sequencing and content of the pre-determined content, customer-dependent content and ad lib content; and

providing a dynamic script structure comprising a sequence and content of information to be presented in script segments and ad lib presentations, based upon sequencing and content of the pre-determined content, customer-dependent content, and ad lib content.

37. The method of claim 36, further comprising iterating the method to migrate more of the agent content into the script segments.

38. The method of claim 36, further comprising modifying the script to incorporate the content and sequences of agent content observed.

39. The method of claim 36, further comprising applying statistical analysis to determine the frequency and sequence of execution of script segments in order to determine which script segments to present to the agent as choices for execution.

40. The method of claim 36, further comprising having an agent present modified scripts and recording the presentation and agent interjections.

41. A signal bearing medium tangibly embodying a program of machine-readable instructions executable by a digital processing apparatus to perform an operation to present a plurality of audio files to a contact, the operation comprising:

storing a plurality of audio files;

presenting to an agent a selection of script options, each script option corresponding to an audio file;

receiving from an agent an input to control playing of an audio file to the contact;

storing a profile reflecting data corresponding to the response of the contact; and

selectively playing a plurality of audio files, customized to reflect the profile.

42. The signal bearing medium of claim 41, wherein the instructions further comprise an operation to call a phone number corresponding to a contact over a telecommunications network.

43. The signal bearing medium of claim 41, wherein the agent input reflects a response from the contact.

44. The signal bearing medium of claim 41, wherein at least one script option reflects data in the profile obtained from the contact during a call.

45. The signal bearing medium of claim 41, wherein the instructions further comprise an operation to receive an agent input comprises automatically updating data in the profile.

46. The signal-bearing medium of claim 41, wherein the selection of script options are presented based upon a statistical analysis of agent inputs.

47. The signal bearing medium of claim 41, wherein the instructions further comprise an operation to provide at least one pointer to data in the profile.

48. The signal bearing medium of claim 41, wherein the instructions further comprise an operation to present at least one script option comprising data associated with at least one pointer.

49. The signal bearing medium of claim 41, wherein the instructions further comprise an operation to present a sequence of script options based upon data associated with at least one pointer.

50. The signal bearing medium of claim 41, wherein the instructions further comprise an operation to receive an input comprising reassigning the pointer in response to an agent input.

51. The signal bearing medium of claim 41, wherein the instructions further comprise an operation to modify the profile in response to an agent input.

52. The signal bearing medium of claim 41, wherein the instructions further comprise an operation to provide a digital input to a central processing unit for executing the playing of a script.

53. The signal bearing medium of claim 41, wherein the instructions further comprise an operation to present data reflecting facts corresponding to a circumstance of the prospective customer.

54. A signal bearing medium tangibly embodying a program of machine-readable instructions executable by a digital processing apparatus to perform an operation to formulate a computerized presentation of a sequence of scripts comprising fixed content, customer-dependent content, and agent content, the operation comprising:

providing scripts comprising fixed content;

providing agents to control presentation of the scripts;

allowing agents to interject into the presentation of the scripts with agent content;

observing the agents during presentation to prospective customers and recording the execution of the script segments and interjection of agent content as presented at the discretion of the agent;

providing a profiling structure based upon sequencing and content of the pre-determined content, customer-dependent content and ad lib content;

providing a dynamic script structure comprising a sequence and content of information to be presented in script segments and ad lib presentations, based upon sequencing and content of the pre-determined content, customer-dependent content, and ad lib content.

55. The signal bearing medium of claim 54, wherein the instructions further comprise an operation to migrate agent content into the script segments.

56. The signal bearing medium of claim 54, wherein the instructions further comprise an operation to modify the script to incorporate the content and sequences of agent content observed.

57. The signal bearing medium of claim 54, wherein the instructions further comprise an operation to apply statistical analysis to determine the frequency and sequence of execution of script segments in order to determine which script segments to present to the agent as choices for execution.

58. The signal bearing medium of claim 54, wherein the instructions further comprise an operation to augment the scripts by adding live voice segments to tailor the presentation to correspond to responses from the prospective customer.

59. The signal bearing medium of claim 54, wherein the instructions further comprise an operation to develop a script by re-executing pre-recorded scripts and observing interjections by agents in executing the pre-recorded scripts.