Method of creating scripts by translating agent/customer conversations

An apparatus for presenting script associated with a predetermined storyline to be followed by a telemarketer during a threaded conversation with a customer, such apparatus comprising:

• means for providing a plurality of auxiliary scripts at least some of which may be concatenated to form the predetermined storyline;
• means for recognizing a word content of a response of the customer to a first portion of the presented script of the threaded conversation;
• means for detecting key words and key words in context of the response;
• means for evaluating the detected key words in context to determine information content of the key words in context;
• means for comparing the information content of the evaluated words with an information content of a plurality of expected customer responses and selecting an expected customer response of the plurality of expected customer responses when the key words substantially match the selected expected customer response;
• means for following a script of the plurality of scripts associated with the selected expected customer response of the customer as a second portion of the presented script of the predetermined storyline when the selected expected customer response substantially matches the key words;
• and
• means for selecting and following a script of the plurality of scripts as the second portion of the presented script of the predetermined storyline when key words do not substantially match any of the plurality of expected customer responses based upon an objective difference value between keywords of the first portion of the threaded conversation and the selected script.

An apparatus for presenting script associated with a predetermined storyline to be followed by a telemarketer during a threaded conversation with a customer, such apparatus comprising:

• a plurality of auxiliary scripts at least some of which may be concatenated to form the predetermined storyline;
• word recognition software adapted to recognize a word content of a response of the customer to a first portion of the presented script of the threaded conversation;
• a parsing processor adapted to detect key words and key words in context of the response;
• an information content processor adapted to evaluate the detected key words and key words in context to determine an information content;
• an information comparator adapted to compare the information content of the evaluated key words with an information content of a plurality of expected customer responses and select an expected customer response of the plurality of expected customer responses when the key words substantially match the selected expected customer response;
• a script display which allows an agent to follow a script of the plurality of auxiliary scripts associated with the selected expected customer response of the customer as a second portion of the presented script of the predetermined storyline when the selected expected Customer response substantially matches the key words;
• and
• said information comparator being further adapted to select a script of the plurality of scripts when the evaluated key words do not substantially match any of the plurality of expected customer responses based upon an objective difference value between keywords of the threaded conversation and the selected script.

A method of selecting script for presentation to a customer during a threaded conversation, such method comprising the steps of:

• providing a plurality of auxiliary scripts;
• recognizing a word content of a response of the customer to a first portion of the threaded conversation;
• detecting key words in context of the response;
• evaluating the detected key words in context to determine an information content;
• comparing the information content of the evaluated words with an information content of each of a plurality of expected customer response;
• selecting an expected customer response of the plurality of expected customer responses when the selected expected customer response substantially matches the evaluated key words;
• selecting a script associated with the selected expected customer response of the plurality of auxiliary scripts when the key words substantially match the selected expected customer response;
• selecting a script of the plurality of auxiliary scripts when the key words do not substantially match any of the plurality of expected customer responses based upon an objective difference value between keywords of the first portion of the threaded conversation and the selected script;
• presenting the selected script to the customer;
• and
• pacing the presentation of the presented script based upon a perceived receptiveness of the customer.