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

Claim 7:
8. A non-transitory computer readable medium programmed with computer readable code that upon execution by a computer processor causes the computer processor to:
initialize a graphical user interface in a web client application, wherein the graphical user interface integrates through a network with a remote client server;
present, to an 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;
accept input from the agent, the agent input including selecting 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;
access an online transactional process (OLTP) database after the verbal interaction is started, wherein the OLTP database includes data required for case manipulation and execution;
extract 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;
display 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
complete 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.