Patent ID: 11907878
Assignee: VERINT SYSTEMS UK LIMITED
Field: IT methods for management (Electrical engineering)
Classification: CPC G  H | IPC G  H

Claim 14:
15. A system for running an agent guide script-flow for an agent, the system comprising:
a graphical user interface (GUI), wherein the GUI presents, to the agent, an engagement management screen including a voice in button and a case menu in a web client application, wherein selecting, by the agent, the voice in button causes the web client application to initiate a verbal interaction for the agent with a client, further wherein the case menu provides a plurality of case management options;
a script-flow service application comprising a plurality of script flows, wherein the script-flow service application is located on a remote client server; and
a processing system communicatively connected to the script-flow service application and the GUI on the web client application, wherein the processing system effectuates:
initializing the GUI in the web client application, wherein the graphical user interface integrates with the remote client server on which is the script-flow service application;
receiving a selection, by the agent, of the voice in button from the GUI to initiate for the anent the verbal interaction with the client,
accessing an online transactional process (OLTP) database after the verbal interaction is started, wherein the OLTP database includes data required for case manipulation and execution;
extracting interaction data from the OLTP database for the verbal interaction to determine an agent guide script-flow associated with the interaction data from a script-flow application on the remote client server;
displaying in the graphical user interface in the web client application the determined agent guide script-flow to the agent, when an agent guide script-flow associated with the interaction data for the verbal interaction exists, wherein the agent guide script-flow is received by the web client application from the script-flow service application on the remote client server; and
completing the verbal interaction with the client with or without the agent guide script-flow on the graphical user interface, wherein the agent completes the verbal interaction without the agent guide script-flow if one for the interaction data does not exist.