System and method for intelligent script swapping
First Claim
1. A method for providing data collection from a client at a data collection mechanism, the method comprising:
- collecting from a client during a communication session a first portion of data using an automated data collection mechanism and using at least a portion of a first script comprising one or more queries for information to the client;
associating the client with a live agent during the communication session based at least in part on an event associated with the client'"'"'s interaction with the automated data collection mechanism;
populating at least a portion of a second script with at least some of the first portion of data collected from the client during the communication session; and
after associating the client with the live agent and during the communication session, collecting a second portion of data from the client using the second script, wherein the second script comprises at least one query for information not yet presented to the client by the first script.
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Accused Products
Abstract
A method for providing data collection from a client at a data collection mechanism, the method includes collecting from a client a first portion of data at a first data collection mechanism using at least a portion of a first script comprising one or more queries for information to the client. The method also includes associating the client with a second data collection mechanism based at least in part on an event associated with the client'"'"'s interaction with the first data collection mechanism. After associating the client with the second data collection mechanism, collecting from the client a second portion of data using a second script, wherein the second script comprises at least one query for information not yet presented to the client by the first script.
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Citations
47 Claims
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1. A method for providing data collection from a client at a data collection mechanism, the method comprising:
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collecting from a client during a communication session a first portion of data using an automated data collection mechanism and using at least a portion of a first script comprising one or more queries for information to the client; associating the client with a live agent during the communication session based at least in part on an event associated with the client'"'"'s interaction with the automated data collection mechanism; populating at least a portion of a second script with at least some of the first portion of data collected from the client during the communication session; and after associating the client with the live agent and during the communication session, collecting a second portion of data from the client using the second script, wherein the second script comprises at least one query for information not yet presented to the client by the first script. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15, 47)
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16. A system capable of providing data collection from a client at a data collection mechanism, comprising:
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an automated data collection mechanism operable to collect from a client during a communication session a first portion of data using at least a portion of a first script comprising one or more queries for information to the client; a live agent operable to collect from the client during the communication session a second portion of data using a second script, wherein the client is associated with the live agent during the communication session based at least in part on an event associated with the client'"'"'s interaction with the automated data collection mechanism, wherein at least a portion of the second script is populated with at least some of the first portion of data collected from the client during the communication session, wherein the second script comprises at least one of the one or more queries for information presented to the client by the first script, and wherein the second script comprises at least one query for information not yet presented to the client by the first script. - View Dependent Claims (17, 18, 19, 20)
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21. A method for providing data collection from a client at a data collection mechanism, the method comprising:
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collecting from a client during a communication session a first portion of data using a first data collection mechanism and using at least a portion of a first script comprising one or more queries for information to the client; associating the client with a second data collection mechanism during the communication session based at least in part on an event associated with the client'"'"'s interaction with the first data collection mechanism; populating at least a portion of a second script with at least some of the first portion of data collected from the client during the communication session; and after associating the client with the second data collection mechanism and during the communication session, collecting from the client a second portion of data using the second script, wherein the second script comprises at least one of the one or more queries for information presented to the client by the first script, wherein the second script comprises at least one query for information not yet presented to the client by the first script, and wherein the second data collection mechanism populates at least the at least one of the one or more queries for information presented by the first script of the second script. - View Dependent Claims (22, 23, 24, 25, 26, 27, 28, 29, 30, 31, 32, 33, 34, 35, 36, 37, 38, 39)
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40. A system capable of providing data collection from a client at a data collection mechanism, comprising:
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a first data collection mechanism operable to collect from a client during a communication session a first portion of data using at least a portion of a first script comprising one or more queries for information to the client; a second data collection mechanism operable to collect from the client during the communication session a second portion of data using a second script and to populate at least a portion of the second script with at least some of the first portion of data collected from the client during the communication session, wherein the client is associated with the second data collection mechanism during the communication session based at least in part on an event associated with the client'"'"'s interaction with the first data collection mechanism, wherein the second script comprises at least one of the one or more queries for information presented to the client by the first script, wherein the second script comprises at least one query for information not yet presented to the client by the first script, and wherein the second data collection mechanism populates at least the at least one of the one or more queries for information presented by the first script of the second script. - View Dependent Claims (41, 42, 43, 44, 45, 46)
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Specification