Voice transition script caller
First Claim
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1. A method for customer contacting, the method comprising:
- providing a system for interaction with a contact, the interaction being selectable between human and computer delivery;
executing an interaction protocol to create an interaction with the contact;
initiating a call to the contact; and
allowing an agent to selectively interleave recorded scripts during the call, the recorded scripts comprising recorded scripted responses and recorded interjection responses, and wherein the recorded scripted responses are selected from a script menu by the agent and wherein the recorded interjection responses are selected from an interjection menu by the agent.
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Abstract
A system allows an agent to execute an interaction protocol, to create an interaction between the agent and a contact. The agent or a computer dialing system initiates a call to a contact and the agent selectively interleaves responses to the contact with a live voice or with a recorded script. The interleaving of responses to the contact from the human agent and the recorded script approximates seamless transitions. The system includes a script player for outputting scripted voice waveforms over a phone line to a contact and a signal processor configured to provide a normalized signal selected from the output device and the script player.
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Citations
48 Claims
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1. A method for customer contacting, the method comprising:
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providing a system for interaction with a contact, the interaction being selectable between human and computer delivery; executing an interaction protocol to create an interaction with the contact; initiating a call to the contact; and allowing an agent to selectively interleave recorded scripts during the call, the recorded scripts comprising recorded scripted responses and recorded interjection responses, and wherein the recorded scripted responses are selected from a script menu by the agent and wherein the recorded interjection responses are selected from an interjection menu by the agent. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15, 16, 17, 18, 19)
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20. A computer readable medium used to direct a computer to function in a specified manner, comprising:
- computer executable instructions stored in said computer readable medium, said executable instructions comprising instructions for performing a method for contacting a customer, the method comprising;
providing an integrated system for hybridized interaction with a contact, the interaction being selectable between human and computer delivery; initiating a call to the contact; executing an interaction protocol to create an interaction with the contact; and allowing a human agent to selectively interleave recorded scripts during the call, the recorded scripts comprising recorded scripted responses and recorded interjection responses, and wherein the recorded scripted responses are selected from a script menu by the agent and wherein the recorded interjection responses are selected from an interjection menu by the agent. - View Dependent Claims (21, 22, 23, 24, 25, 26, 27, 28, 29, 30, 31, 32, 33, 34, 35, 36, 37)
- computer executable instructions stored in said computer readable medium, said executable instructions comprising instructions for performing a method for contacting a customer, the method comprising;
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38. A method for customer contacting, the method comprising:
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providing a system for interaction with a contact, the interaction being selectable between human and computer delivery; initiating a call to the contact; and allowing a human agent to selectively interleave responses to the contact during the call, said responses comprising a recorded scripted response and a recorded interjection response, and wherein the recorded scripted response is selected from a script tree by the agent and wherein the recorded interjection response is selected from an interjection menu by the agent. - View Dependent Claims (39, 40, 41, 42, 43, 44, 45, 46, 47, 48)
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Specification