System, method & software for a user responsive call center customer service delivery solution

1 . A method for provisioning user support in a call-center environment, comprising:

maintaining a plurality of selectable user interface (U/I) models, the U/I models adapted to assist a user in performing a desired transaction;

initiating, in response to a user connection, a current U/I model based on at least one aspect of the user connection;

requesting user selection of a transaction to be performed in accordance with the current U/I model;

monitoring user responsiveness during the user connection;

determining, based on a next node of the selected transaction and at least one aspect of monitored user responsiveness, whether an alternative U/I model is more likely than the current U/I model to elicit effective user responsiveness to the next node;

replacing the current U/I model with a selected alternative U/I model in response to a determination of a preference for the selected alternative U/I model;

activating, after replacement with the selected alternative U/I model, the currently preferred U/I model;

prompting the user as to performance of the next node of the selected transaction in accordance with the current U/I model;

repeating the determining, replacing, activating and prompting steps so long as the selected transaction requires completion of an additional node;

summarizing information gathered during performance of the selected transaction;

requesting user verification of the summarized information;

soliciting any unverified information from the user;

repeating the summarizing, requesting and soliciting steps until there remains no unverified information;

submitting at least one aspect of monitored user responsiveness to a U/I model update system;

evaluating, by the U/I model update system, whether the monitored user responsiveness warrants updating one or more of the plurality of selectable U/I models; and

updating, in accordance with the evaluating step, one or more of the plurality of selectable U/I models.

2 . A system for providing user support, comprising:

at least one processor;

a memory operably coupled to the at least one processor;

at least one storage device operably coupled to the processor and the memory, the storage device operable to maintain a plurality of user interface (U/I) models;

a communication interface operably coupled to the processor and the memory, the communication interface operable to communicate information to and from at least one user; and

a program of instructions storable in the memory and executable by the processor, the program of instructions operable to select a current U/I model from the plurality of U/I models based on at least one characteristic of a communication connection, query the user for selection of a transaction to be performed in accordance with the current U/I model, observe at least one of a user response to the query, re-select the current U/I model if the at least one user response characteristic fails to meet an efficacy standard, prompt the user in furtherance of the selected transaction in accordance with the current U/I model and repeat the observe, re-select and prompt operations until the user communication connection is released.

3 . The system of claim 2 , further comprising the program of instructions operable to update one or more U/I models based on observed user responses.

4 . The system of claim 2 , further comprising the program of instructions operable to perform a U/I model update upon completion of at least one node of the selected transaction.

5 . The system of claim 2 , further comprising the program of instructions operable to predict the U/I likely to be most effective in eliciting a desired user response

6 . The system of claim 2 , further comprising the program of instructions operable to present a transaction summary to the user upon completing at least one node of the selected transaction

7 . The system of claim 2 , further comprising the program of instructions operable to present motivational prompts to elicit desired user responsiveness.

8 . The system of claim 2 , further comprising the program of instructions operable to verify user entries after completion of at least one node of the selected transaction.

9 . The system of claim 2 , further comprising the program of instructions operable to verify user entries meeting a predefined measure of complexity.

10 . The system of claim 2 , further comprising the program of instructions operable to repeat the observe, re-select and prompt operations at each node of the selected transaction.

11 . The system of claim 2 , further comprising the program of instructions operable to obtain information required to complete at least a portion of the selected transaction from the user communication connection.

12 . A computer readable medium embodying a program of instructions, the program of instructions implementing a method for guiding a user through one or more nodes of a transaction, the program of instructions operable to:

receive a user request for a desired transaction;

select a user interface (U/I) model likely to effect completion of a next stage of the requested transaction;

prompt the user, in accordance with the selected U/I model, through the next stage of the requested transaction; and

repeat the select and prompt operations for each stage required by the requested transaction.

13 . The computer readable medium of claim 12 , further comprising the program of instructions operable to select an initial U/I model based on at least one characteristic of a communication connection with the user.

14 . The computer readable medium of claim 12 , further comprising the program of instructions operable to select the U/I model likely to effect completion of the next stage of the requested transaction from a library of U/I models.

15 . The computer readable medium of claim 12 , further comprising the program of instructions operable to modify a U/I model based on one or more aspects of completing the requested transaction.

16 . The computer readable medium of claim 12 , further comprising the program of instructions operable to summarize information gathered through at least one stage of the requested transaction.

17 . The computer readable medium of claim 12 , further comprising the program of instructions operable to suggest benefits to the user of user compliance with the instructions directed to completing a stage of the requested transaction.

18 . The computer readable medium of claim 12 , further comprising the program of instructions operable to gather information required to complete the requested transaction from a communication connection with the user.

19 . The computer readable medium of claim 12 , further comprising the program of instructions operable to adapt the selected U/I model to conform with at least one identified aspect of the requested transaction.

20 . The computer readable medium of claim 12 , further comprising the program of instructions operable to summarize and present for user confirmation, information collected through one or more stages of the requested transaction.