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

Claim 0:
1. A method of running an agent guide script-flow for an agent in a web client application, the method comprising:
initializing a graphical user interface in the web client application, wherein the graphical user interface integrates through a network with a remote client server;
presenting, to the agent, on the graphical user interface in the web client application, an engagement management screen including a voice in button and a case menu, 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;
selecting, by the agent, the voice in button in the graphical user interface to initiate for the agent the verbal interaction with the client through the web client application;
accessing an online transactional process (OLTP) database after the verbal interaction is initiated, 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.