Voice transition script caller

• US 7,933,387 B1
• Filed: 08/01/2001
• Issued: 04/26/2011
• Est. Priority Date: 08/15/2000
• Status: Expired due to Fees

• Current Assignee: Noguar Lc
• Original Assignee: Noguar Lc
• Inventors: Baker, Forest S. IV
• Primary Examiner(s): Elahee; MD S
• Application Number:
  US09/920,072
• Time in Patent Office: 3,555 Days
• Field of Search: 379/88.16, 379/88.17, 379/88.18, 37926501-2661, 379/67, 379/1, 379/67.1, 379/88.19, 379/88.23, 379/48, 379/72, 379/76, 379/167.08, 379/263, 382/229, 709/213, 715/751
• US Class Current: 379/266.07
• CPC Class Codes: H04M 1/642 storing speech in digital form

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.

Claims

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.

2. The method of claim 1, wherein the executing an interaction protocol is done by one of a human agent and a computer script.

3. The method of claim 1, wherein the recorded script further comprises recorded data for generating a human-sounding voice waveform.

4. The method of claim 1, wherein the recorded script is selected from computer-generated wave files, audio recordings, and synthesized voice.

5. The method of claim 1, wherein the recorded script comprises a voice waveform created independently from the human agent.

6. The method of claim 5, wherein the voice waveform further comprises an audio track of a voice response recorded by a voice actor.

7. The method of claim 1, wherein executing an interaction protocol further comprises selecting a contact type.

8. The method of claim 1, further comprising validating sales information.

9. The method of claim 8, wherein validating sales information is done by one of a human agent and a computer dialing system.

10. The method of claim 1, further comprising updating a customer file.

11. The method of claim 1, further comprising maintaining a history of recorded scripts played.

12. The method of claim 1, wherein initiating a call is executed by one of a human agent and a computer dialing system.

13. The method of claim 1, wherein interleaving further comprises listening by the human agent to a response from the contact.

14. The method of claim 1, wherein interleaving further comprises selecting and presenting content to the contact.

15. The method of claim 14, wherein interleaving further comprises posing a question following presenting content.

16. The method of claim 1, wherein interleaving further comprises deciding on intervention.

17. The method of claim 16, wherein deciding on intervention is done by the human agent.

18. The method of claim 16, wherein deciding on intervention further comprises determining to provide a live-voice response.

19. The method of claim 16, wherein deciding on intervention further comprises determining to provide a recorded response.

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.

21. The computer readable medium of claim 20, wherein the initiating step is executed by one of a human agent and a computer dialing system.

22. The computer readable medium of claim 20, wherein the executing step is done by one of a human agent and a computer script.

23. The computer readable medium of claim 20, wherein the recorded script further comprises recorded data effective to control a computer for generating a human-sounding voice waveform.

24. The computer readable medium of claim 20, wherein the recorded scripted response is selected from computer-generated wave files, audio recordings, and synthesized voice.

25. The computer readable medium of claim 20, wherein at least one of the recorded scripted response and the recorded interjection response comprises an audio track of a voice response recorded by a voice actor.

26. The computer readable medium of claim 20, wherein executing an interaction protocol further comprises logging on by an agent.

27. The computer readable medium of claim 20, wherein executing an interaction protocol further comprises selecting a contact type.

28. The computer readable medium of claim 20, wherein interleaving responses to the contact comprises posing a question to the contact, the question having a finite number of answers.

29. The computer readable medium of claim 28, wherein a preselected recorded script is associated with each of said finite number of answers.

30. The computer readable medium of claim 29, wherein selectively interleaving further comprises presenting the preselected recorded script associated with said finite number of answers.

31. The computer readable medium of claim 20, wherein executing an interaction protocol further comprises validating sales information.

32. The computer readable medium of claim 31, wherein validating sales information is done by one of a human agent and a computer dialing system.

33. The computer readable medium of claim 20, wherein executing an interaction protocol further comprises updating a customer file.

34. The computer readable medium of claim 20, wherein executing an interaction protocol further comprises maintaining a history of recorded scripts played.

35. The computer readable medium of claim 20, wherein executing an interaction protocol further comprises deciding on intervention.

36. The computer readable medium of claim 35, wherein deciding on intervention is done by the human agent.

37. The computer readable medium of claim 36, wherein deciding on intervention further comprises selecting between options including at least a live-voice response and a recorded response.

38. 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;

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.

39. The method of claim 38, wherein interleaving responses to the contact comprises posing a question to the contact, the question having a finite number of answers.

40. The method of claim 39, wherein a preselected recorded script is associated with each of said finite number of answers.

41. The method of claim 40, wherein selectively interleaving further comprises presenting the preselected recorded script associated with the finite number of answers.

42. The method of claim 38, wherein the predetermined answers are selected from computer-generated wave files, audio recordings, and synthesized voice.

43. The method of claim 42, wherein at least one audio recording comprises a voice response recorded by a voice actor.

44. The method of claim 38, further comprising validating sales information.

45. The method of claim 38, further comprising updating a customer file.

46. The method of claim 38, further comprising maintaining a history of recorded scripts played.

47. The method of claim 38, wherein interleaving further comprises deciding on intervention.

48. The method of claim 47, wherein deciding on intervention further comprises selecting between options including at least a live-voice response and a recorded response.