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
First Claim
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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.

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