Automated compliance scripting and verification
In an example, a method for implementing a disclosure message requirement may include operations to detect a condition requiring an output of the disclosure message and to control output of the disclosure message, in a communication session that follows a process workflow. The process workflow may be modified to include pausing further actions in the process workflow, outputting of the disclosure message in the communication session, and then resuming actions in the process workflow in response to successfully outputting the entire disclosure message to a customer user. In some examples, the communication session involves a telephone call session between a customer service agent and a customer. In some examples, user interface functions related to the process workflow are disabled and then enabled, to prevent the agent from proceeding in the process workflow for a product or service until the disclosure has been successfully output.
1. A method comprising:
detecting, in a process workflow, a condition requiring an output of an audio message to a customer user; and
in response to the detecting, controlling the output of the audio message in a communication session with the customer user by:
pausing an action in the process workflow;
commencing output of the audio message to the customer user in the communication session;
second detecting that the recorded audio message has been delivered to the customer user in the communication session in its entirety; and
in response to the second detecting, resuming the action in the process workflow.
2. The method of claim 1 , wherein the audio message is associated with a set of one or more disclosure requirements.
3. The method of claim 2 , wherein the condition is specified in the set of disclosure requirements.
4. The method of claim 2 , wherein the set of disclosure requirements include options available to the customer user for responding to the audio message and wherein the method further includes presenting the options after the second detecting.
5. The method of claim 1 , wherein commencing output of the audio message to the customer user in the communication session includes commencing output of the audio message according to the disclosure requirements.
6. The method of claim 1 , wherein commencing output of the audio message to the customer user in the communication session includes:
retrieving a text template associated with the audio message;
substituting a portion of text in the text template with a customer specific value; and
using a text-to-speech engine to playback audio to a user based on the text template and substituting.
7. The method of claim 1 , further including:
prior to the second detecting, third detecting that the recorded audio message was not successfully played to the customer user; and
based on the third detecting, adjusting playback of the audio message.
8. A system comprising:
at least one processor;
a storage device comprising instructions, which when executed by the at east one processor, configure the at least one process to perform operations comprising:
detecting, in a process workflow, a condition requiring an output of an audio message to a customer user; and
in response to the detecting, controlling the output of the audio message in a communication session with the customer user by:
pausing an action in the process workflow;
commencing output of the audio message to the customer user in the communication session;
second detecting that the recorded audio message has been delivered to the customer user in the communication session in its entirety; and
in response to the second detecting, resuming the action in the process workflow.
9. The system of claim 8 , wherein the audio message is associated with a set of one or more disclosure requirements.
10. The system of claim 9 , wherein the condition is specified in the set of disclosure requirements.
11. The system of claim 9 , wherein the set of disclosure requirements include options available to the customer user for responding to the audio message and wherein the method further includes presenting the options after the second detecting.
12. The system of claim 8 , wherein commencing output of the audio message to the customer user in the communication session includes commencing output of the audio message according to the disclosure requirements.
13. The system of claim 8 , wherein commencing output of the audio message to the customer user in the communication session includes:
retrieving a text template associated with the audio message;
substituting a portion of text in the text template with a customer specific value; and
using a text-to-speech engine to playback audio to a user based on the text template and substituting.
14. The system of claim 8 , the operations further including:
prior to the second detecting, third detecting that the recorded audio message was not successfully played to the customer user; and
based on the third detecting, adjusting playback of the audio message.
15. A non-transitory computer-readable medium comprising instructions, which when executed by at least one processor, configure the at least one processor to perform operations comprising:
detecting, in a process workflow, a condition requiring an output of an audio message to a customer user; and
in response to the detecting, controlling the output of the audio message in a communication session with the customer user by:
pausing an action in the process workflow;
commencing output of the audio message to the customer user in the communication session;
second detecting that the recorded audio message has been delivered to the customer user in the communication session in its entirety; and
in response to the second detecting, resuming the action in the process workflow.
16. The non-transitory computer-readable medium of claim 15 , wherein the audio message is associated with a set of one or more disclosure requirements.
17. The non-transitory computer-readable medium of claim 16 , wherein the condition is specified in the set of disclosure requirements.
18. The non-transitory computer-readable medium of claim 16 , wherein the set of disclosure requirements include options available to the customer user for responding to the audio message and wherein the method further includes presenting the options after the second detecting.
19. The non-transitory computer-readable medium of claim 15 , wherein commencing output of the audio message to the customer user in the communication session includes commencing output of the audio message according to the disclosure requirements.
20. The non-transitory computer-readable medium of claim 15 , wherein commencing output of the audio message to the customer user in the communication session includes:
retrieving a text template associated with the audio message;
substituting a portion of text in the text template with a customer specific value; and
using a text-to-speech engine to playback audio to a user based on the text template and substituting.
21. The non-transitory computer-readable medium of claim 15 , the operations further including:
prior to the second detecting, third detecting that the recorded audio message was not successfully played to the customer user; and
based on the third detecting, adjusting playback of the audio message.