System and Method for Intelligent Script Swapping

• US 20080097973A1
• Filed: 12/20/2007
• Published: 04/24/2008
• Est. Priority Date: 09/26/2003
• Status: Active Grant

• Current Assignee: American Tel-A-Systems Incorporated
• Original Assignee: American Tel-A-Systems Incorporated
• Inventors: Hansen, Paul, Waldner, Wayne, Jalbert, Raymond, Crapp, Daniel
• Granted Patent: US 7,831,546 B2
• Time in Patent Office: Days
• US Class Current: 1/1
• CPC Class Codes: G06Q 30/02 Marketing; Price estimation or determination; Fundraising
• CPC Class Codes: Y10S 707/99945 Object-oriented database structure processing

Abstract

A method for providing data collection from a client at a data collection mechanism, the method includes collecting from a first client a first portion of data using a first data collection mechanism using at least a portion of a first script comprising one or more queries for information to the first client. The method also includes associating with a second client the first portion of data that was collected from the first client. The method further includes collecting from the second client a second portion of data using at least some of the first portion of data and a second script comprising one or more queries for information to the second client.

Claims

1. A method for providing data collection from a client at a data collection mechanism, the method comprising:

collecting from a first client a first portion of data using a first data collection mechanism using at least a portion of a first script comprising one or more queries for information to the first client;

associating with a second client the first portion of data that was collected from the first client; and

collecting from the second client a second portion of data using at least some of the first portion of data and a second script comprising one or more queries for information to the second client.

2. The method of claim 1, wherein the first data collection mechanism is selected from the group consisting of an interactive voice response system, an interactive web-based system, and a live operator.

3. The method of claim 1, wherein the second portion of data is collected using a second data collection mechanism.

4. The method of claim 3, wherein the second data collection mechanism is selected from the group consisting of an interactive voice response system, an interactive web-based system, and a live operator.

5. The method of claim 3, wherein the first portion of data and the second portion of data are stored in a common memory accessible to the first and second data collection mechanisms.

6. The method of claim 3, wherein the second data collection mechanism initiates the collection of the second portion of data from the second user.

7. The method of claim 3, wherein the second portion of data comprises answers of the second client in response to queries of the second data collection mechanism.

8. The method of claim 1, wherein the first script is selected from the group consisting of an HTML-based script and an interactive voice response script.

9. The method of claim 1, wherein the second script is selected from the group consisting of an HTML-based script and an interactive voice response script.

10. The method of claim 1, wherein the first portion of data is associated with the second client through an electronic mail system.

11. The method of claim 1, wherein the first data collection mechanism initiates the collection of the first portion of data from the first user.

12. The method of claim 1, wherein the first data collection mechanism initiates the collection of the second portion of data from the second user.

13. The method of claim 1, wherein the second script comprises at least one query for information not presented to the first client by the first script.

14. The method of claim 1, further comprising:

populating at least a portion of the second script with at least some of the first portion of data, the first portion of data comprising one or more answers of the first client associated with one or more queries presented by the first script.

15. A system capable of providing data collection from a client at a data collection mechanism, comprising:

a first data collection mechanism adapted to collect a first portion of data from a first client during a first communication session using at least a portion of a first script comprising one or more queries for information to the first client;

a second data collection mechanism adapted to collect a second portion of data from a second client during a second communication session, wherein the second data collection mechanism associates the first portion of data that was collected from the first client during the first communication with the second client and wherein the second data collection mechanism collects the second portion of data using at least some of the first portion of data and a second script comprising one or more queries for information to the second client.

16. The system of claim 15, wherein the first portion of data and the second portion of data are stored in a common memory accessible to the first and second data collection mechanisms.

17. The system of claim 15, wherein the first portion of data is associated with the second client through an electronic mail system.

18. The system of claim 15, wherein the second data collection mechanism initiates the collection of the second portion of data from the second user.

19. A method for providing data collection from a client at a data collection mechanism, the method comprising:

collecting from a first client a first portion of data during a first communication session using a first data collection mechanism using at least a portion of a first script comprising one or more queries for information to the first client;

associating with a second client the first portion of data that was collected from the first client; and

collecting from the second client a second portion of data client during a second communication session using a second data collection mechanism, the second data collection mechanism using at least some of the first portion of data and a second script comprising one or more queries for information to the second client.

20. The method of claim 19, wherein the first portion of data and the second portion of data are stored in a common memory accessible to the first and second data collection mechanisms.