System and method for smart scripting call centers and configuration thereof

• US 8,005,814 B2
• Filed: 12/01/2008
• Issued: 08/23/2011
• Est. Priority Date: 11/30/1998
• Status: Expired due to Term

• Current Assignee: Oracle America, Inc. (Oracle Corporation)
• Original Assignee: Siebel Systems Inc. (Oracle Corporation)
• Inventors: Nix, Kevin R., Coker, John L., Malden, Matthew S.
• Primary Examiner(s): Lu; Kuen S
• Application Number:
  US12/325,901
• Publication Number:
  US 20090083246A1
• Time in Patent Office: 995 Days
• Field of Search: 707/708
• US Class Current: 707/708
• CPC Class Codes: G06Q 10/0633 Workflow analysis
• CPC Class Codes: G06Q 30/015 Providing customer assistance, e.g. assisting a customer within a business location or via helpdesk
• CPC Class Codes: G06Q 30/02 Marketing; Price estimation or determination; Fundraising
• CPC Class Codes: H04M 2203/355 Interactive dialogue design tools, features or methods
• CPC Class Codes: H04M 3/5166 in combination with interactive voice response systems or voice portals, e.g. as front-ends
• CPC Class Codes: Y10S 707/99933 Query processing, i.e. searching
• CPC Class Codes: Y10S 707/99934 Query formulation, input preparation, or translation
• CPC Class Codes: Y10S 707/99943 Generating database or data structure, e.g. via user interface

Abstract

The invention provides user configurable and reconfigurable scripting, methods of scripting, and systems for scripting for use by call centers, technical support centers, and marketers. Scripts are interactive tools that guide a telemarketer, a sales person, or a technical support technician through a telephone call with a customer. Scripts are characterized by going on to particular subsequent questions as a function of the customer'"'"'s answer to a previous question.

Claims

1. A system to facilitate interaction between a customer and a user, comprising:

a computer; and

an associated database, wherein;

the computer is configured to facilitate an established interaction between the user and the customer,

the computer is configured to execute a script,

the script comprises a structured set of questions to be presented to the user by the computer and is presented to the customer by the user,

the structured set of questions includes a first question having an associated list of likely customer responses, at least one of the likely customer responses to the first question being associated with a first link to the associated database,

the first link to the associated database is a query resulting in an output of the associated database, the output of the associated database being presented as at least a portion of a second question,

the second question has an associated list of likely customer responses, at least one of the likely customer responses to the second question being associated with a second link to the associated database, and

the second link to the associated database is a store function resulting in a storage of data in the associated database.

2. The system as defined in claim 1, further comprising:

a set of reusable software components.

3. The system as defined in claim 2, wherein the script comprises one or more of the reusable software components.

4. The system as defined in claim 3, wherein the script comprises one or more structured pages, and wherein each structured page includes one or more questions.

5. The system as defined in claim 4, wherein the one or more questions are also reusable software components.

6. The system as defined in claim 4, wherein a link between the output of the associated database and the second question is from a first structured page to a second structured page.

7. The system as defined in claim 2, wherein a link between the first question and a customer response is metadata of the reusable software components.

8. The system as defined in claim 2, wherein the reusable software components comprise at least one of software objects, data public functions, and private functions, and wherein said data public functions are accessible through derived classes of objects.

9. The system as defined in claim 1, wherein the script is verified.

10. The system as defined in claim 1, wherein the computer launches the script as a pop up.

11. A system to facilitate interaction between a customer and a user, comprising:

a computer; and

an associated database, wherein;

the computer is configured to facilitate an established interaction between the user and the customer,

the computer is configured to execute a script,

the script comprises a hierarchy of structured script pages,

the script comprises a first question having an associated list of likely customer responses, the first question to be presented to the user by the computer and is presented to the customer by the user,

the script further comprises at least one of the likely customer responses to the first question, the at least one likely customer response being associated with a first link to the associated database, and

the script further comprises the first link, the first link to the associated database being a query resulting in an output of the associated database, the output of the associated database being presented as at least a portion of a second question,

the second question has an associated list of likely customer responses, at least one of the likely customer responses to the second question being associated with a second link to the associated database, and

the second link to the associated database is a store function resulting in a storage of data in the associated database.

12. A system to facilitate interaction between a customer and a user, comprising:

a computer configured to execute a set of reusable software components, the software reusable components comprising at least one of software objects, data public functions, and private functions, said public data functions being accessible through derived classes of objects; and

an associated database, wherein;

the computer is configured to facilitate an established interaction between the user and the customer,

the computer is configured to execute a script, the script comprising one or more hierarchical script pages, the script pages being reusable software components,

the script comprises a structured set of questions to be presented to the user by the computer and is presented to the customer by the user, wherein the questions being reusable software components,

the structured set of questions include a first question having an associated list of likely customer responses, the likely customer responses being reusable software components, at least one of the likely customer responses to the first question being associated with a first link to the associated database, the first link being metadata of the software component representing the first question,

the first link to the associated database is a query resulting in an output of the associated database, the output of the associated database being presented as at least a portion of a second question,

the second question has an associated list of likely customer responses, at least one of the likely customer responses to the second question being associated with a second link to the associated database, and

the second link to the associated database is a store function resulting in a storage of data in the associated database.