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WO2004082252A1 - Procede, systeme, generateur de script et interface utilisateur permettant de realiser une communication personnalisee avec un client - Google Patents

Procede, systeme, generateur de script et interface utilisateur permettant de realiser une communication personnalisee avec un client Download PDF

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Publication number
WO2004082252A1
WO2004082252A1 PCT/IB2004/050177 IB2004050177W WO2004082252A1 WO 2004082252 A1 WO2004082252 A1 WO 2004082252A1 IB 2004050177 W IB2004050177 W IB 2004050177W WO 2004082252 A1 WO2004082252 A1 WO 2004082252A1
Authority
WO
WIPO (PCT)
Prior art keywords
customer
communication
script
service request
responding
Prior art date
Application number
PCT/IB2004/050177
Other languages
English (en)
Inventor
Andras Montvay
Jens MÜHLSTEFF
Harald Reiter
Ralf Schmidt
Olaf Such
Josef Lauter
Original Assignee
Philips Intellectual Property & Standards Gmbh
Koninklijke Philips Electronics N.V.
Priority date (The priority date is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the date listed.)
Filing date
Publication date
Application filed by Philips Intellectual Property & Standards Gmbh, Koninklijke Philips Electronics N.V. filed Critical Philips Intellectual Property & Standards Gmbh
Publication of WO2004082252A1 publication Critical patent/WO2004082252A1/fr

Links

Classifications

    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/5166—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing in combination with interactive voice response systems or voice portals, e.g. as front-ends
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M2201/00—Electronic components, circuits, software, systems or apparatus used in telephone systems
    • H04M2201/40—Electronic components, circuits, software, systems or apparatus used in telephone systems using speech recognition
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M2242/00—Special services or facilities
    • H04M2242/22—Automatic class or number identification arrangements
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/42025—Calling or Called party identification service
    • H04M3/42034—Calling party identification service
    • H04M3/42042—Notifying the called party of information on the calling party
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/42025—Calling or Called party identification service
    • H04M3/42034—Calling party identification service
    • H04M3/42059—Making use of the calling party identifier

Definitions

  • the invention relates to a method of enabling a functional communication with a responding customer upon a receipt of a service request.
  • the invention further relates to a system for enabling a functional communication with a responding customer upon a receipt of a service request. 10
  • the invention still further relates to a generator of a customized communication script.
  • the invention still further relates to a user interface.
  • the known method is suited to be used in a frame of a self- care monitoring of chronic health conditions.
  • the known method is further suited to be used as a panic response system when a response of a care provider is triggered by a patient actuating a panic button.
  • the known method is arranged to enable a
  • the script generator is arranged to download a number of specific messages to a patient's user interface in order to initiate a communication with the patient by asking the patient questions and by receiving answers from the patient.
  • the script generator is suited to enable a
  • the method of enabling a functional communication with a responding customer upon a receipt of a service request comprises the following steps: defining and storing a plurality of communication scripts for predetermined interactive scenarios, each communication script comprising a valid function of the responding customer, each interactive scenario being arranged to meet a predetermined type of a service request; receiving the service request; - retrieving a typification of the received service request; selecting from the plurality of communication scripts a valid communication script meeting the typification of the received service request; interactively appointing the responding customer; - assigning the valid function to said responding customer based on said typification; engaging in the functional communication with the responding customer using the valid communication script.
  • the technical measure of the invention is based on the insight that in order to properly handle a service request in real-time by means of an interactive communication script, a number of interactive scenario's meeting each type of a service handled by a service provider has to be defined a-priori.
  • a customer is assigned a function within each predefined interactive scenario.
  • the interactive scenario supports a plurality of customers, a plurality of functions is correspondingly defined.
  • the corresponding possible functions of a customer can be a personal account holder, a mortgage inquirer, a stock dealer, etc.
  • Each function is supported by a specific communication script elaborating the function within a corresponding scenario.
  • an advisory script dealing with supporting the customer during operations with his stock can be initiated.
  • another interactive scenario meeting the necessary steps to carry out a booking service is defined.
  • Such interactive scenario can comprise travelling advice to destinations.
  • still another interactive scenario is defined comprising steps meeting a specific type of a medical service request.
  • An example of a service request can be a request for an appointment with a medical specialist, alternatively, a type of the service request can comprise an identification of a medical emergency of a certain type, for example a cardiac emergency. It must be understood that for practical purposes the service provider will be arranged to deal with a single type of the service, like banking, travelling, medical care, police stand-by, etc.
  • the typification of the service request will comprise a further specification of the service.
  • the typification can be arranged to distinquish between types of cardiac abnormality, like a ventricular fibrillation, atrial fibrillation, heart block, etc.
  • a customer is assigned the valid function. It must be noted that in most cases a caller, who is a person triggering the service request will be appointed by the method as the responding customer, as the caller will be able to answer the questions and will be legally capacitated to do so. In this case the appointment of the responding customer is carried out automatically, the status of the responding customer being assigned to the actual caller.
  • the method according to the invention is suited to appoint the responding customer who will replace the person in need of a medical assistance, or a child, respectively.
  • the method according to the invention operates as follows: upon a receipt of a service request, a type of a service being sought is retrieved.
  • the retrieval of the service typification can be carried out by means of an interrogation of a caller, or by technical means.
  • a site contacted by the user can in itself be arranged to forward a flag to the script generator pointing to the type of service being sought.
  • the type of the call center contacted by the caller can be used as an identification of the type of service being sought.
  • the assigned type of the service request is medical emergency, in case a fire brigade is called, the assigned type is a fire-hazard, in case a police station is called, the assigned type of the service request can be a burglary, for example.
  • the typification of the service request can be further specified by means of an interrogation of the customer, yielding for example: medical emergency, a bone fracture, etc.
  • a valid communication script meeting the typification of the received service request is selected from the plurality of stored communication scripts. This operation can be carried out by computer means using a search engine in a database, for example.
  • the responding customer is interactively appointed.
  • the valid function is assigned to said responding customer based on the typification of the service request.
  • the valid function must be understood as an actual role of an individual within an interactive scenario.
  • the valid function van be an inquirer, an order-placing person, etc.
  • the valid function can be a traveler, a booker but not a traveler, an inquirer, a claimer etc. It is also possible that a plurality of responding persons are active within one interactive scenario.
  • a travel agent contacts a call center assigned to a travel company he works with in order to ask for a booking advice, while the customer is situated in front of the agent or is involved in a teleconference call with the agent.
  • an operator of the travel company can load a script corresponding to a scenario comprising the customer, the travel agent and the operator of the call center.
  • the script is adjusted accordingly so that any internal information is removed from the communication script and the personal data of the customer are forwarded to the operator of the call center, so that he can address both the customer and the agent by their name.
  • the valid function of the responding customer can be a person in need of assistance, a person in need of an appointment with a medical specialist, a bystander witnessing a medical emergency, etc.
  • the valid function of the responding person is assigned, the functional communication using the valid communication script with the responding customer is initiated.
  • Methods of scripting as such are known to the person skilled in the art. An example of a script is given in WO00/33226.
  • the customers requesting a service are dealt with in an efficient way, optimizing the workflow of the operator of the call center and avoiding unnecessary interrogations of the customer leading to an improvement of the efficiency of the provided services.
  • An embodiment of the method according to the invention comprises the steps of: retrieving personal data of the responding customer; updating the valid communication script with personal data of the responding customer to obtain an updated communication script; engaging in the personalized communication with the responding customer using the updated communication script.
  • the personal data can also comprise a supplementary information, for example such supplementary information can comprise family information about the responding customer, or some additional data upon followed medical courses, for example. Additionally, when the personal data are retrieved and is used to amend the script, a temporal log of the events and the persons present at the scene is created. This log can be further used for purposes of billing or for purposes of resolving a legal issue.
  • At least one of the plurality of communication scripts is arranged to run a subroutine, said subroutine being arranged to enable a transmission of a predefined message to the responding customer.
  • a predefined message is a question or an instruction.
  • the subroutine is selected from a plurality of prestored subroutines based on the valid function of the responding customer.
  • the predefined messages of the subroutine can differ in their matter, for the same function of the responding customer some subroutines comprise queries, other may comprise an instruction guiding the responding customer to the service requested.
  • the personal data of the customer is loaded from a database, which is stored at a side of the service provider.
  • the typification of the service request is determined by monitoring means. For example in case a fire alarm is actuated, the monitoring system installed at the premises of the customer is arranged to contact a fire response center, which then will assign a typification 'fire hazard' to the service request.
  • the assigned typification of the service request is 'burglary'.
  • the monitoring means is activated, which is arranged to monitor a physiological condition of the user, in particular a change in said condition, a service of a type 'medical emergency' is requested.
  • An example of a monitoring means arranged to initiate a customized service is described in EP 02030421.7 and is incorporated here by reference. It must be noted that in some cases a person in need of a medical assistance is not in a condition to engage in a communication with a service provider. In this case a bystander, for example a member of the person's family is assigned the status of the responding customer.
  • the personal data of the individual in need of the medical assistance are loaded from a database stored at the side of the care provider, the personal data of the bystander being retrieved from the personal data of the individual.
  • the personal data of the family member are stored in the same database as the personal data of the individual and are linked to the personal data of the individual.
  • a system for enabling a functional communication with a responding customer upon a receipt of a service request comprises: storage means for storing a plurality of predefined communication scripts for predetermined interactive scenarios, each communication script comprising a valid function of the responding customer, each interactive scenario being arranged to meet a predetermined type of a service request; - means for receiving the service request; means for retrieving a typification of the received service request; means for selecting from the plurality of communication scripts a valid communication script meeting the typification of the received service request; means for interactively appointing the responding customer; - means for assigning the valid function to said responding customer based on said typification; communication means for enabling the functional communication with the responding customer using the valid communication script.
  • the storage means for storing a plurality of predefined communication scripts for predetermined interactive scenarios comprises a memory unit of a computer located at the side of the service provider.
  • Means for receiving the service request can be arranged to comprise a telephony unit connectable to a stationary telephony network. This embodiment is suitable to enable communication to stationary callers.
  • the means for receiving the service request is arranged to comprise a computer modem which is arranged to enable a dial-in andor a dial-back connection to the customer, for example.
  • the means for receiving the service request is preferably arranged to comprise a RF-receiver.
  • a suitable RF-receiver is a mobile phone.
  • the means for retrieving the typification of the service request comprise a voice recognition engine, which is arranged to translate an audio input into a textual string.
  • voice recognition engine For cases of emergencies of any type described above it is particularly advantageous to use such voice recognition engine so that the customer is not subjected to additional unnecessary questioning by the agent of a call center dealing with the service request.
  • means for retrieving a typification of the received service request comprise a decoder arranged to decode a signal from an actuatable sensor, said sensor being conceived to be actuated upon an occurrence of a predetermined event.
  • the decoder preferably positioned at the side of the service provider is arranged to decode a trigger signal from the actuatable sensor.
  • An example of a suitable decoding comprises an analysis of medical data sent together with an alarm trigger call to the service provider. For example, for medical cases a ECG of a person suffering from a cardiac insufficiency can be provided to the care provider.
  • a type of the service request is determined, for example a defibrillation request, a request for a ambulance dispatch, an on-line consultation with a specialist for non-critical cases, etc.
  • Examples of monitoring systems arranged to forward medical data together with an alarm call are known per se in the art and will not be explained in detail here.
  • the decoder can be positioned also at a side of the monitoring system for purposes of minimization of data traffic. In this case the decoder is further arranged to forward the typification of the service request to the service provider.
  • the system preferably comprises a voice recognition engine arranged to transfer the audio input into a textual string.
  • a voice recognition engine arranged to transfer the audio input into a textual string.
  • the system according to the invention can comprise a decoder arranged to decode the identification of a calling unit of the responding customer and to load personal data of the responding customer from a database using said identification. For example, in case a monitoring means reports an alarm, a database entry corresponding to the identification of the calling unit is addressed and the persons listed on that address are presented to the operator. The operator can then select a name from the presented list and thus appoint the responding customer.
  • said system further comprises: means for retrieving personal data of the responding customer; - means for updating the valid communication script with personal data of the responding customer to obtain an updated communication script, the communication means being further arranged to enable the functional communication with the responding customer using the updated communication script.
  • the responding customer by his name, especially in a situation with a plurality of responding customers, like in cases of a medical emergency.
  • the personal data are retrieved from a prestored database, alternatively the personal data can be acquired by means of an interrogation of the responding customer.
  • a generator of a customized communication script comprises a configurable textual string, said generator being arranged to update said configurable textual string, said generator being further arranged to assign a function to said customer based on a service type, said generator being further arranged to guide the functional communication based on the assigned function of the customer and an answer given by the customer to the service provider.
  • the communication script is selected based on the type of the service request meeting the interactive scenario the responding customer is currently in.
  • the generator has to present a proper question to the customer, depending on the circumstances of the customer.
  • the valid function can then be selected based on a look-up table stored at the side of the service provider.
  • a separate look-up table defining possible functions is available.
  • the generator is arranged to produce a following question meeting the scenario to the customer.
  • a progress in the personalized script is enabled.
  • the generator is arranged to access a plurality of prestored subroutines meeting various circumstances of the scenario.
  • a selection of a suitable subroutine is preferably enabled by means of a key-word recognized in the answer of the customer. Such recognition can be carried out automatically, by means of a voice recognition engine, or by the operator of the call center.
  • the configurable textual string is updated with personal data of the customer, which can be loaded from a prestored database.
  • the generator is arranged with a text editor arranged to parse the configurable textual string.
  • the textual editor is further arranged to enable a plurality of references to the responding customer, like his name, his title, possessive pronoun, his relation to other customers involved in the scenario, etc.
  • Fig. 1 presents in a schematic view an embodiment of the system according to the invention.
  • Fig. 2 presents in a schematic view an embodiment of a system of Figure 1, wherein the typification of the service request is determined by monitoring means.
  • Fig. 3 presents a schematic view of an embodiment of an operation of the generator of a customized communication script according to the invention.
  • Fig. 4 presents a schematic view of an embodiment of a user interface according to the invention.
  • FIG. 1 presents in a schematic view an embodiment of the system according to the invention.
  • the system 1 comprises a user-side 6' and a remote side 6, for example a call center.
  • the remote side 6 comprises storage means 9 for storing a plurality of predefined communication scripts 12 for predetermined interactive scenarios, each communication script comprising a valid function (not shown) of the responding customer, each interactive scenario being arranged to meet a predetermined type of a service request.
  • An example of a suitable storage means 9 is a personal computer.
  • the remote side 6 of the system 1 further comprises means 7 to receive the service request.
  • An example of a suitable means to receive the service request is a telephony unit or a modem.
  • the telephony unit or the modem can be used as communication means for enabling the functional communication with the responding customer.
  • the system 1 further comprises means for retrieving a typification of the received service request 3,4, 7a, the functioning thereof will be explained in more detail with reference to Figure 2.
  • the system 1 comprises also means 2 for interactively appointing the responding customer, for example a telephony unit arranged at the customer's side.
  • the telephony unit 2 can be of a stationary type, alternatively it can be a computer modem or a mobile phone.
  • the storage means 9 further comprises means (not shown) arranged to address a database 10 and to select the valid communication script 12' from a plurality of scripts available in the database 10 according to the typification of the service request.
  • a list of predefined typifications can be stored in a look-up table 11.
  • the resulting script is presented to the operator of the calling center (not shown) by means of the user interface 8. This operation will be discussed in more detail with reference to Figure 4.
  • FIG. 2 presents in a schematic view an embodiment of a system of Figure 1, wherein the typification of the service request is determined by monitoring means.
  • the system 20 comprises a user-side 22 connectable to a remote host 22' by means of a telecommunication line 26.
  • the user-side comprises a home station 24 with a telephone module 28.
  • An event that a user is in a need of a service is notified by a trigger means 27 arranged to provide a code 29 to the home station 24.
  • the trigger means can be actuated by a user, for example by means of a user interface (not shown), or it can be actuated by means of an automated system, like a monitoring system 3.
  • An example of the user interface is an actuatable key, like a press button or a touch- sensitive screen.
  • the trigger means can be a start-up computer program.
  • the trigger means can comprise a connection back to the user's phone 28 which detects that the user has dialed a certain phone number.
  • the trigger means 27 uses a prestored list of codes 29, which are related to a service type in order to classify an event that has occurred, and generates the trigger call from the telephony unit 28 on the user-side of the system 20 to the remote hot 22'.
  • the processing unit 25 of the home station 24 is arranged to produce a specific message 4 comprising the code for the service type and to start-up a telematic communication via the telephone module 28 to the telephone module 39 of the host 22' of the service provider.
  • the user-side 24 then uses a suitable telematic protocol to transmit the specific message 4 over the network 26 to the remote host 22'. It will possibly make use of the legacy phone of the user, but may also comprise its own circuitry for realizing the telematic protocol.
  • the remote host 22' comprises a suitable decoder 7a arranged to decode the transmitted specific message 4 and to retrieve the typification of the service request. The typification of the service request is then used by the database 37 for selecting the suitable script 33 meeting the service request.
  • the remote host further retrieves personal data 35 of the user, in order to update the script 33 meeting the service type given by the code 29. Also a valid function of the customer is established, preferably by means of interrogating the customer. Preferably, in order to personalize the communication with the customer, the script 33 selects a subroutine 31a from a database 31 of prestored subroutines, said selection being carried out using the valid function of the customer defined within the script 33.
  • FIG 3 presents a schematic view of an embodiment of an operation of the generator of a customized communication script according to the invention.
  • the generator 12 is arranged to receive a requested service type as an initial input, this step is schematically illustrated by an arrow h.
  • This step can be realized by means of a user interactions, for example when the operator of the call center enters a key word or other suitable identification of the service request.
  • the service type can be made available to the script generator 12 by a suitable hardware of the call center, for example by means of the telephony unit shown in Figure 1.
  • the generator 12 Upon a receipt of the service type the generator 12 is arranged to retrieve a corresponding communication script 15 from the database 19, this step being schematically represented by an arrow a.
  • the communication script 15 stored in the database is arranged with configurable textual strings (not shown) which are amendable by means of an interaction with the operator or automatically, using a corresponding input from the telephony unit shown in Figure 1.
  • the configurable textual strings are located by the generator 12, they are made available by the generator 12 to the textual editor 14 (arrow c).
  • the textual editor 14 is, for example, arranged to search for the personal data of the responding customer in the database 19 and to parse the configurable textual string accordingly (arrow e).
  • the textual editor 14 is further arranged to insert a replacement string, for example the personal data of the responding customer, or his valid function 17 within a running scenario into the configurable textual string yielding the customized communication script 18 (arrow d).
  • the script generator 12 is arranged to instruct a software 13 of the user-interface processor (not shown) to enable suitable user-interface operations.
  • An example of a suitable user interface operation comprises an output on a display (not shown) for the operator's convenience (arrow g).
  • the software of the user-interface processor is arranged to inform the script generator 12 of an interaction with the customer, in particular about an answer given to a question (arrow f).
  • the textual editor 14 comprises a voice recognition engine 14a arranged to transfer an audio input into a textual string.
  • the script generator 12 is further arranged to enable one of the following steps: i) to assign a valid function to the responding customer 17; ii) to retrieve a subroutine 16 from the database 19 (arrow b), iii) to retrieve a further configurable textual string in the running script and to forward it to the textual editor 14.
  • Figure 4 presents a schematic view of an embodiment of a user interface according to the invention.
  • the user interface 40 in this example is arranged to support the operator of the calling center (not shown) to adapt the selected prestored communication script with personal data of the caller. Upon a receipt of a service request by the service provider, the user interface 40 is activated.
  • the user interface is arranged to appoint the responding customer, to assign a valid function to the appointed responding customer and to guide the communication so that the service is provided in an efficient way.
  • the user interface first prompts for the name of the customer using a textual string 44.
  • this operation is followed by a pop-in dialogue box 42, providing the operator with a possibility to select for an entry of a new name 46 or to start a search engine of preknown names by selecting a button 48.
  • a database (not shown) is called, which results in a highlighting of possible names 50 of possible responding persons according to the scenario and an identification of the caller side.
  • the identification is retrieved from the recognized number of the customer's telephony unit.
  • the database shows the name of the patient 52, his family members 54 and, other related data, like a name 56 and a telephone number of a neighbor. It is also possible that the information stored in the database comprises other relevant information, like a list of relevant courses followed by a person in question.
  • the user interface 40 prompts for a function of the responding customer using a dialog box 60.
  • these options comprise textual strings 'a patient in need of help' and 'a bystander'.
  • the user interface 40 initiates a corresponding communication script, where, preferably, the questions and instructions to the responding are updated with the personal data of the responding customer.

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  • Marketing (AREA)
  • Engineering & Computer Science (AREA)
  • Signal Processing (AREA)
  • Telephonic Communication Services (AREA)

Abstract

Procédé, système, générateur de script et interface utilisateur permettant de réaliser une communication fonctionnelle personnalisée entre l'agent d'un prestataire de services et un client. Un mode de réalisation du système (1) comprend une partie utilisateur (6') et une partie éloignée (6), comme par exemple, un centre d'appels. La partie éloignée (6) comprend des moyens de stockage (9) conçus pour mémoriser une pluralité de scripts de communication prédéfinis (12) pour des scénarios interactifs prédéterminés, chaque script de communication comprenant une fonction valide (non visible) du client répondeur, et chaque scénario interactif étant conçu pour répondre à un type de demande de service prédéterminé. La partie éloignée (6) du système (1) comprend en outre des moyens (7) permettant de recevoir la demande de service. Le système (1) comprend également des moyens permettant de récupérer une typification de la demande de service reçue (3, 4, 7a). Pour pouvoir désigner le client répondeur de manière interactive, le système (1, 6) comprend également des moyens (2) permettant de désigner le client répondeur de manière interactive. Les moyens de stockage (9) comprennent également des moyens (non visibles) de consulter une base de données (10) et de sélectionner un script de communication valide (12') à partir d'une pluralité de scripts disponibles dans la base de données en fonction de la typification de la demande de service. Une liste de typifications prédéfinies est mémorisée dans une table de recherche (11). Le script de sortie est présenté à l'exploitant du centre d'appels (non visible) au moyen de l'interface utilisateur.
PCT/IB2004/050177 2003-03-11 2004-03-01 Procede, systeme, generateur de script et interface utilisateur permettant de realiser une communication personnalisee avec un client WO2004082252A1 (fr)

Applications Claiming Priority (2)

Application Number Priority Date Filing Date Title
EP03100615 2003-03-11
EP03100615.8 2003-03-11

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