System and method for processing out-of-order caller responses during automated call processing
View Patent ↗A system and method for processing out-of-order caller responses during automated call processing is provided. A call session of a caller into a call center is monitored. The call session includes a non-sequential dialogue between the caller and the call center. An interaction with the caller is based on a script. Ordered information-gathering queries, including automated voice prompts are sent to the caller by executing the script. Responses from the caller are evaluated against a topic of conversation addressed in the script through call disposition criteria. A determination is made as to whether an affect on the ordering by the call disposition criteria is met through the responses. The ordering of the information-gathering queries is dynamically modified prior to selecting a next of the information-gathering queries to send.
1. A system for processing out-of-order caller responses during automated call processing, comprising:
a display to monitor a plurality of call sessions between callers and an agent; and
an agent console operatively coupled to the display to select one of the call sessions as an active call session and to interact with the caller associated with the active call session based on a script, comprising:
a script engine to provide ordered information-gathering queries to the caller by executing the script; and
an evaluator to evaluate information provided from the caller in response to the information-gathering queries against call disposition criteria and to modify the ordering in which the information-gathering queries are provided from the script as the call disposition criteria are met by providing typed dialogue, received from the agent, as a spoken response to the caller during execution of the script.
2. A system according to claim 1 , wherein the information-gathering queries are identified as pertaining to at least one of essential information, conditionally essential information, and non-essential information.
3. A system according to claim 2 , wherein the essential information comprises at least one of a caller identity and a reason for the call session.
4. A system according to claim 1 , wherein the script engine prompts the caller for information comprising at least one of a current topic or a previous topic displayed during the call session.
5. A method for processing out-of-order caller responses during automated call processing, comprising:
displaying a plurality of call sessions between callers and an agent via a single display;
selecting one of the call sessions as an active call session; and
interacting with the caller associated with the active call session based on a script, comprising:
providing ordered information-gathering queries to the caller by executing the script;
evaluating information provided from the caller in response to the information-gathering queries against call disposition criteria; and
modifying the ordering in which the information-gathering queries are provided from the script as the call disposition criteria are met by providing typed dialogue, received from the agent, as a spoken response to the caller during execution of the script.
6. A method according to claim 5 , further comprising:
identifying the information-gathering queries as pertaining to at least one of essential information, conditionally essential information, and non-essential information.
7. A method according to claim 6 , wherein the essential information comprises at least one of a caller identity and a reason for the call session.
8. A method according to claim 5 , further comprising:
prompting the caller for information comprising at least one of a current topic or a previous topic displayed during the call session.
9. A system for processing out-of-order caller responses during automated call processing, comprising:
a display to monitor a plurality of call sessions in a call center, wherein at least one of the call sessions is selected as an active call session and comprises a non-sequential dialogue between a caller and an agent associated with the call center; and
an agent console operatively coupled to the display to interact with the caller based on a script, comprising:
a script engine to send ordered information-gathering queries comprising automated voice prompts to the caller by executing the script; and
an evaluator to evaluate responses from the caller against a topic of conversation addressed in the script through call disposition criteria, to determine whether an affect on the ordering by the call disposition criteria is met through the responses, and to dynamically modify the ordering of the information-gathering queries prior to selecting a next of the information-gathering queries to send by providing typed dialogue, received from the agent, as a spoken response to the caller during execution of the script.
10. A system according to claim 9 , wherein progress through the non-sequential dialogue in the script is presented on the agent console.
11. A system according to claim 9 , wherein the non-sequential dialogue is processed during at least one of during the call session and after the call session to analyze speech utterances.
12. A system according to claim 9 , further comprising:
a window to review the responses from the caller during the call session; and
controls to input the responses into the agent console for that call session.
13. A system according to claim 9 , further comprising:
a database to store the caller responses as parsed data and scenarios of diagnosis sequences.
14. A method for processing out-of-order caller responses during automated call processing, comprising:
displaying a plurality of call sessions in a call center via a single display, wherein the at least one of the call sessions is selected as an active call session and comprises a non-sequential dialogue between a caller and an agent associated with the call center; and
interacting with the caller based on a script, comprising:
sending ordered information-gathering queries comprising automated voice prompts to the caller by executing the script;
evaluating responses from the caller against a topic of conversation addressed in the script through call disposition criteria;
determining whether an affect on the ordering by the call disposition criteria is met through the responses; and
dynamically modifying the ordering of the information-gathering queries prior to selecting a next of the information-gathering queries to send by providing typed dialogue, received from the agent, as a spoken response to the caller during execution of the script.
15. A method according to claim 14 , further comprising:
presenting progress through the non-sequential dialogue in the script on the agent console.
16. A method according to claim 14 , further comprising:
processing the non-sequential dialogue at least one of during the call session and after the call session to analyze speech utterances.
17. A method according to claim 14 , further comprising:
reviewing the responses from the caller during the call session; and
inputting the responses into the agent console for that call session.
18. A method according to claim 14 , further comprising:
storing the caller responses as parsed data and scenarios of diagnosis sequences.