Method and device for interacting with a contact

• US 8,503,619 B2
• Filed: 04/25/2011
• Issued: 08/06/2013
• Est. Priority Date: 08/15/2000
• Status: Expired due to Fees

• Current Assignee: Noguar Lc
• Original Assignee: Noguar Lc
• Inventors: Baker, Forrest
• Primary Examiner(s): Gauthier, Gerald
• Assistant Examiner(s): King, Simon
• Application Number:
  US13/093,796
• Publication Number:
  US 20110255673A1
• Time in Patent Office: 834 Days
• Field of Search: 379/67.1, 379/76, 379/265.01, 379/265.07, 379/88.16
• US Class Current: 379/67.1
• CPC Class Codes: H04M 1/642 storing speech in digital form

Abstract

A system allows an agent to manage an interaction between the agent and a contact using a computer system. The agent may use the computer system to selectively interleave pre-recorded script segments that are part of a planned informational dialog with pre-recorded script interjections such that the selective playing of scripts or script segments mimics conversion between actual persons.

Claims

1. A method of interacting with a contact, the method comprising;

establishing an audio communication with a contact through the contact'"'"'s telephone or computer;

presenting to an agent a selection of options, each of said options corresponding to an audio file containing one or more pre-recorded script segments, such that when the agent selects one of said options, the corresponding audio file is played to the location of the contact, and wherein the script segments comprise information content designed to illicit a response from the contact at the contact'"'"'s location, and conversation content comprising at least one interjection; and

allowing the agent to selectively interleave the playing of audio files through the selection of options presented to the agent.

2. An apparatus for interacting with a contact, the apparatus comprising;

an input device configured to receive an input from an agent;

a script module comprising a script player configured to play one or more pre-recorded script segments;

an interface module configured to establish an audio communication with a contact through the contacts'"'"' telephone or computer; and

an integration module configured to interface between an agent and the script module, the integration module configured to present to an agent with a selection of options, each of said options corresponding to an audio file containing one or more pre-recorded script segments, such that when the agent selects one of said options through the input device, the script player plays the corresponding audio file to the location of the contact, and wherein the integration module is configured to allow the agent to selectively interleave the playing of audio files through the selection of options presented to the agent; and

wherein the script segments comprise information content designed to illicit a response from the contact at the contact'"'"'s location, and conversation content comprising at least one interjection.

3. A non-transitory 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 preforming a method of interacting with a contact, the method comprising;

establishing an audio communication with a contact through the contact'"'"'s telephone or computer;

presenting to an agent a selection of options, each of said options corresponding to an audio file containing one or more pre-recorded script segments, such that when the agent selects one of said options, the corresponding audio file is played to the location of the contact, and wherein the script segments comprise information content designed to illicit a response from the contact at the contact'"'"'s location, and conversation content comprising at least one interjection; and

allowing the agent to selectively interleave the playing of audio files through the selection of options presented to the agent.