Facilitating sub-group hopping in call sessions for adaptive content flows
Based on an initial set of claim data for a claim event of a user, a computing system can generate an initial script and a content flow that includes the initial script for a call representative to utilize in a call session with the user, the content flow comprising a plurality of sub-flow groupings. Based on the user initiating a topic corresponding to a respective sub-flow grouping from the plurality of sub-flow groupings, the system can update the content flow to enable the call representative to hop to the respective sub-flow grouping within the content flow.
1 . A computing system comprising:
a network communication interface;
one or more processors communicatively coupled to the network communication interface; and
a memory, communicatively coupled to the one or more processors, for storing instructions that, when executed by the one or more processors, cause the computing system to:
receive an initial set of claim data for a user-related incident;
based on the initial set of claim data for the user-related incident, generate each of (i) a content flow for a call session with the user, the content flow comprising a plurality of sub-flow groupings; and (ii) a dynamic script that is based at least in part on the content flow;
monitor, in real-time, the call session, by performing voice recognition on audio communicated during the call session;
detect, based on the monitoring, a topic initiated by the user during the call session; and
based on the detected topic initiated by the user, determine a pause point representing a current progress of the content flow, navigate the content flow to a respective sub-flow grouping of the plurality of sub-flow groupings that relate to the detected topic, generate the dynamic script based on the respective sub-flow grouping, and upon detecting completion of the respective sub-flow grouping, automatically navigate the content flow back to the pause point.
2 . The computing system of claim 1 , wherein the plurality of sub-flow groupings is arranged in the content flow by category in a claim process.
3 . The computing system of claim 1 , wherein the executed instructions cause the computing system to generate a set of input accelerators for a call representative that participates on the call session with the user.
4 . The computing system of claim 3 , wherein the executed instructions cause the computing system to facilitate the call representative and the user to complete the respective sub-flow grouping of the detected topic based on the dynamic script and the generated set of input accelerators.
5 . The computing system of claim 1 , wherein the monitoring, by performing the voice recognition includes detecting the user voicing a keyword corresponding to the respective sub-flow grouping.
6 . The computing system of claim 1 , wherein the executed instructions further cause the computing system to:
update the dynamic script based on the pause point.
7 . The computing system of claim 1 , wherein the respective sub-flow grouping comprises an island grouping that is not required for completing an information gathering process corresponding to the content flow.
8 . A non-transitory computer readable medium storing instructions that, when executed by one or more processors of a computing system, cause the computing system to:
receive an initial set of claim data for a user-related incident;
based on the initial set of claim data for the user-related incident, generate each of (i) a content flow for a call session with the user, the content flow comprising a plurality of sub-flow groupings; and (ii) a dynamic script that is based at least in part on the content flow;
monitor, in real-time, the call session, by performing voice recognition on audio communicated during the call session;
detect, based on the monitoring, a topic initiated by the user during the call session; and
based on the detected a topic initiated by the user during the call session, determine a pause point representing a current progress of the content flow, navigate the content flow to a respective sub-flow grouping of the plurality of sub-flow groupings that relate to the detected topic, generate the dynamic script based on the respective sub-flow grouping, and upon detecting completion of the respective sub-flow grouping, automatically navigate the content flow back to the pause point.
9 . The non-transitory computer readable medium of claim 8 , wherein the plurality of sub-flow groupings is arranged in the content flow by category in a claim process.
10 . The non-transitory computer readable medium of claim 8 , wherein the executed instructions cause the computing system to generate, based on the voice recognition, a set of input accelerators for a call representative that participates on the call session with the user.
11 . The non-transitory computer readable medium of claim 10 , wherein the executed instructions cause the computing system to facilitate the call representative and the user to complete the sub-flow grouping of the content flow based on the dynamic script and the generated set of input accelerators.
12 . The non-transitory computer readable medium of claim 8 , wherein the monitoring, by voice recognition, includes detecting the user voicing a keyword corresponding to the respective sub-flow grouping.
13 . The non-transitory computer readable medium of claim 8 , wherein the executed instructions further cause the computing system to:
update the dynamic script based on the pause point.
14 . The non-transitory computer readable medium of claim 8 , wherein the respective sub-flow grouping comprises an island grouping that is not required for completing an information gathering process corresponding to the content flow.
15 . A computer-implemented method of facilitating content flow group hopping, the method being performed by one or more processors and comprising:
receive an initial set of claim data for a user-related incident;
based on the initial set of claim data for the user-related incident, generating each of (i) a content flow for a call session with the user, the content flow comprising a plurality of sub-flow groupings; and (ii) a dynamic script that is based at least in part on the content flow;
monitoring, in real-time, the call session, by performing voice recognition on audio communicated during the call session;
detecting, based on the monitoring, a topic initiated by the user during the call session; and
based on the detected topic initiated by the user during the call session, determining a pause point representing a current progress of the content flow, navigating the content flow to a respective sub-flow grouping of the plurality of sub-flow groupings that relate to the detected topic, generating the dynamic script based on the respective sub-flow grouping, and upon detecting completion of the respective sub-flow grouping, automatically navigate the content flow back to the pause point.
16 . The method of claim 15 , wherein the plurality of sub-flow groupings is arranged in the content flow by category in a claim process.
17 . The method of claim 15 , wherein the method includes generating, based on the voice recognition, a set of input accelerators for a call representative that participates on the call session with the user.
18 . The method of claim 17 , wherein the one or more processors facilitate the call representative and the user to complete the respective sub-flow grouping of the detected topic based on the dynamic script and the generated set of input accelerators.
19 . The method of claim 15 , wherein the monitoring includes detecting the user voicing a keyword corresponding to the respective sub-flow grouping.
20 . The method of claim 15 , further comprising:
updating the dynamic script based on the pause point.