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US 7,467,135 B2Granted
System and method for smart scripting call centers and configuration thereof
AssigneeSiebel Systems, Inc.
InventorsJohn L. Coker, Matthew S. Malden, Kevin R. Nix
Life of this patent
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Abstract
The invention provides user configurable and reconfigurable scripting, methods of scripting, and systems for scripting for use by call centers, technical support centers, and marketers. Scripts are interactive tools that guide a telemarketer, a sales person, or a technical support technician through a telephone call with a customer. Scripts are characterized by going on to particular subsequent questions as a function of the customer's answer to a previous question.
Claims18
A computer system, comprising:
- one or more computers;
- a set of reusable components, wherein said reusable components comprise at least one of objects, data, public functions, and private functions, and wherein said public functions can be accessed through derived classes of objects;
- a script;
- and
- an associated database, wherein
- said computer system is configured to facilitate an established interaction between a user and a customer,
- said computer system is configured to use said reusable components,
- said script comprises a hierarchical set of structured pages,
- at least one of said structured pages comprising a structured set of questions is presented to said user by the computer system and is presented to said customer by said user,
- at least one of said questions having an associated list of likely customer responses, and
- at least one of said customer responses being associated with a link to the associated database, and
- said link to the associated database is a query resulting in an output of the associated database, wherein said output of the associated database is a link to another question in the script.
9 more elements
A method in a computing system, comprising:
- configuring software, wherein
- said configuring utilizes a set of reusable components called by said software,
- said software is configured to facilitate an established interaction between a user and a customer,
- said software comprises a script and an associated database,
- said script comprises a hierarchical set of structured pages,
- at least one of said structured pages comprising a structured set of questions presented to said user by the computing system and presented to said customer by said user,
- at least one of said questions having an associated list of likely customer responses, and
- at least one of said likely customer responses being associated with a link to the associated database;
- presenting a question to a user which the user presents to the customer;
- querying the associated database through the link to the associated database, wherein
- said querying results in an output of the database, and
- the output of the database is a link to another question in the script;
- the user receiving a response from the customer;
- and
- the software branching in response to the response from the customer by linking to the associated database or to another question.
12 more elements
Dependencies are inferred from the claim text.