Interactive customer-business interview system and process for managing interview flow

• US 6,701,322 B1
• Filed: 06/07/2000
• Issued: 03/02/2004
• Est. Priority Date: 06/07/2000
• Status: Expired due to Term

• Current Assignee: Genworth Holdings, Inc. (Genworth Financial Incorporated)
• Original Assignee: GE Financial Assurance Holdings Incorporated (General Electric Company)
• Inventors: Green, Brian L.
• Primary Examiner(s): LE, UYEN T
• Application Number:
  US09/588,750
• Time in Patent Office: 1,364 Days
• Field of Search: 707/102, 705/27, 705/26, 434/322, 709/202
• US Class Current: 1/1
• CPC Class Codes: G06Q 30/02 Marketing; Price estimation or determination; Fundraising
• CPC Class Codes: Y10S 707/99943 Generating database or data structure, e.g. via user interface

Abstract

A process for generating a script for an agent system of a business to use in conducting an interactive interview with a customer. The agent system is linked to a database which includes a questions table, an answers table and a branching table. The agent system retrieves a question from the questions table and a list of alternative answer choices for the retrieved question from the answers table. The agent system communicates the first question and the list of alternative answer choices to the customer. The agent system inputs the customer'"'"'s selected one of the alternative answers to the branching table of the database. The branching table includes rules for determining the next one of the a questions to communicate to the customer based on the customer'"'"'s selected answer.

Claims

1. A multiple communication channel process for generating a personalized script for an agent system of a business to use in conducting an interactive interview with a customer in-person, over a telephone, a computer, or a network, the process comprising the steps of:

constructing a database connected to said agent system, said database having a plurality of tables for storing information arranged as explicit values in fields of columns and row positions, said plurality of tables including a questions table having a plurality of questions stored therein, an answers table including a plurality of alternative answer choices responsive to each one of said plurality of questions stored therein, a branching table having a plurality of rules stored therein for determining the sequence of the questions which the agent system communicates to the customer, and a results table for storing at least the selected answers of the customer for future reference, said questions and answers tables having a common question identifier column, said branching table having two columns in common with the answers table;

the agent system generating and presenting the personalized script to at least one agent by retrieving a first question from said questions table and a list of a plurality of alternative answer choices for said first question from said answers table, the first question based on selected answers stored in the results table if the customer is a repeat customer, said personalized script relating information about the customer'"'"'s buying patterns, complaints, repeat business, and suggested resolutions to the customer'"'"'s needs, and further comprising;

(1) a search/information page displaying biographical information on the customer and results from previous interviews with the customer, (2) a call resolution page for inputting subjective assessments of the interview by the agent, (3) a questions page for presenting questions and alternative answer choices, said questions relating to alternative products the customer may purchase and/or servicing of products previously purchased by the customer, (4) a question history page for displaying past questions presented to the customer, and (5) a confirmation/fulfillment page for resolving the customer'"'"'s needs;

the agent system communicating the first question and said list of the plurality of alternative answer choices for said question to the customer;

the customer selecting one of the plurality of alternative answer choices for the first question from said list of the plurality of alternative answer choices;

following transmission of the selected one answer to the database, storing at least one of the first question and the selected one answer in the results table for future reference; and

determining the next at least one of the plurality of questions to communicate to the customer based on the selected one answer and the plurality of rules stored in said branching table wherein the plurality of rules are organized to correspond to each one of the questions and to each one of the plurality of alternative answers for each one of the questions and wherein for the selected one answer to the first question, the rules define the next one question.

2. The multiple communication channel process of claim 1, wherein the process further comprises the steps of:

retrieving the next one of the plurality of questions from said questions table and a list of a plurality of alternative answer choices for the next question after the determining the next one of the plurality of questions step;

communicating the next question and said list of answer choices for the next question to the customer; and

repeating the determining, retrieving and communicating the next question steps until each of the plurality of questions have been communicated to the customer and the customer has selected an answer for each of the plurality of questions.

3. The multiple communication channel process of claim 1, wherein said agent system is an on-line computer application accessible to the customer over the Internet.

4. The multiple communication channel process of claim 1, wherein said agent system includes an automated telephone system and wherein the customer receives automated voice commands from the agent system and responds to said voice commands by manual input using a telephone keypad.

5. The multiple communication channel process of claim 1, wherein said interactive interview with the customer is a direct sales, telemarketing campaign conducted by the business.

6. A multiple communication channel system for generating a personalized script to use in conducting an interactive interview with a customer in-person, over a telephone, a computer, or a network, the system comprising:

an agent system for generating and presenting the personalized script to at least one agent, said personalized script relating information about the customer'"'"'s buying patterns, complaints, repeat business, and suggested resolutions to the customer'"'"'s needs, and further comprising;

(1) a search/information page displaying biographical information on the customer and results from previous interviews with the customer, (2) a call resolution page for inputting subjective assessments of the interview by the agent, (3) a questions page for presenting questions and alternative answer choices, said questions relating to alternative products the customer may purchase and servicing of products previously purchased by the customer, (4) a question history page for displaying past questions presented to the customer, and (5) a confirmation/fulfillment page for resolving the customer'"'"'s needs; and

a database management system, connected to said agent system, and including a database having a plurality of tables for storing information arranged as explicit values in fields of column and row positions, said database including a questions table having a plurality of questions stored therein, an answers table having a plurality of alternative answers for each one of said plurality of questions stored therein a branching table having a plurality of rules stored therein for determining the order in which the agent system communicates the plurality of questions to the customer, and a results table for storing at least the selected answers of the customer for future reference, said questions and answers tables having a common question identifier column, said branching table having two columns in common with the answers table.

7. The multiple communication channel system of claim 6, wherein said agent system includes a network call-center system and said database management system includes a call-center management program and CTI-enabled advanced dialing, scripting and reporting capabilities.

8. The multiple communication channel system of claim 6, wherein said agent system includes an on-line computer application accessible to the customer via the Internet.

9. The multiple communication channel system of claim 6, wherein the database further includes a call resolution table having data stored therein corresponding to a resolution of each interactive interview with a customer.