Apparatus, system, and method for designing scripts and script segments for presentation to a contact by an agent

• US 8,438,494 B2
• Filed: 12/28/2009
• Issued: 05/07/2013
• Est. Priority Date: 08/15/2000
• Status: Expired due to Fees

• Current Assignee: Noguar Lc
• Original Assignee: Noguar Lc
• Inventors: Sirstins, John, Baker, Forest III, Baker, Forest IV
• Primary Examiner(s): Nguyen, Cao Kevin
• Application Number:
  US12/648,171
• Publication Number:
  US 20100168886A1
• Time in Patent Office: 1,226 Days
• Field of Search: 715/765, 715/780, 715853-854, 715740-741, 715/700
• US Class Current: 715/765
• 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 formulating a computerized presentation of a sequence of scripts comprising audio files. The apparatus includes a content module for providing scripts comprising 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, and an output module for outputting a script structure comprising a script sequence and script content.

Claims

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

a content module for providing scripts to a user through an output device comprising fixed content;

an interaction module for allowing users to selectively present the scripts to a contact during an electronic or live voice interaction between the user and the contact, and to freely interject agent content into the script presentation;

a recording module for recording the presentation of scripts and agent content to the contact during the interaction; and

an output module for outputting a script structure comprising a script sequence and script content, the script structure reflecting at least one choice made by the user during the presenting of scripts to a contact, as recorded by the recording module.

2. The apparatus of claim 1, wherein the output module outputs a script structure based in part upon the presentation of scripts to a contact.

3. The apparatus of claim 1, wherein the output module outputs a script structure based in part upon agent content.

4. The apparatus of claim 1, further comprising a structure module for providing a profile structure based upon the presentation of scripts and agent content.

5. The apparatus of claim 1, wherein the content module is configured to integrate agent content into the fixed content.

6. The apparatus of claim 1, 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.

7. The apparatus of claim 1, further comprising an analysis module to determine the frequency and sequence of scripts presented by the user to a contact.

8. The apparatus of claim 6, wherein a script is modified based on the determination of the frequency and sequence of scripts presented by the user to a contact.

9. The apparatus of claim 1, wherein the content module provides a script containing modifications to a script previously provided, the modifications based upon observing a user present the script and interject agent content.

10. A method for formulating a computerized presentation of a sequence of scripts comprising fixed content and agent content, the method comprising:

providing scripts comprising fixed content;

providing users 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 a contact and recording the execution of the script segments and interjection of agent content as presented at the discretion of the agent during an interaction between the user and the contact; and

providing a script structure comprising a script sequence and script content, the script structure reflecting at least one choice made by the user during the presenting of scripts to a contact, as recorded during the execution of the script segments and interjection of agent content by the user.

11. The method of claim 10, wherein the script sequence and script content is based upon the observed presentation of fixed content and agent content by the user.

12. The method of claim10, further comprising providing a profiling structure based upon sequencing and content of the pre-determined content, contact-dependent content and ad lib content.

13. The method of claim 10, further comprising iterating the method to migrate more of the agent content into the script segments.

14. The method of claim 10, further comprising modifying the script to incorporate the content and sequences of agent content observed.

15. The method of claim 10, 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 user as choices for execution.

16. The method of claim 10, further comprising having a user present modified scripts and recording the presentation and agent content.

17. A non-transitory computer-readable medium storing instructions executable by a digital processing apparatus to perform an operation to formulate a computerized presentation of a sequence of scripts, the operation comprising:

providing scripts comprising fixed content;

providing users to control presentation of the scripts;

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

observing the users during presentation to a contact and recording the execution of the script segments and interjection of agent content as presented at the discretion of the user during an interaction between the user and the contact; and

providing a script structure comprising a script sequence and script content, the script structure reflecting at least one choice made by the user during the presenting of scripts to a contact, as recorded during the execution of the script segments and interjection of agent content by the user.

18. The computer-readable medium of claim 17, wherein the script sequence and script content is based upon the observed presentation of fixed content and agent content by the user.

19. The computer-readable medium of claim 17, wherein the instructions further comprise an operation to provide a profiling structure based upon sequencing and content of the pre-determined content, contact-dependent content and ad lib content.

20. The computer-readable medium of claim 17, wherein the instructions further comprise an operation to iterate the method to migrate more of the agent content into the script segments.

21. The computer-readable medium of claim 17, wherein the instructions further comprise an operation to modify the script to incorporate the content and sequences of agent content observed.

22. The computer-readable medium of claim 17, 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 user as choices for execution.

23. The computer-readable medium of claim 17, wherein the instructions further comprise an operation to migrate agent content into the script segments.

24. The computer-readable medium of claim 17, wherein the instructions further comprise an operation to modify the script to incorporate the content and sequences of agent content observed.

25. The computer-readable medium of claim 17, 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 user as choices for execution.

26. The computer-readable medium of claim 17, 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 contact.

27. The computer-readable medium of claim 17, wherein the instructions further comprise an operation to develop a script by re-executing pre-recorded scripts and observing interjections by users in executing the pre-recorded scripts.