Patent ID: 6970821
Filing Date: 2005-11-29
Classification: G06F,G06Q,G10L,H04M

Abstract:
1. A method of presenting script associated with a predetermined storyline to be followed by a telemarketer during a threaded conversation with a customer, such method comprising the steps of: providing a plurality of auxiliary scripts at least some of which may be concatenated to form the predetermined storyline; recognizing a word content of a response of the customer to a first portion of the presented script of the threaded conversation; detecting key words and key words in context of the response; evaluating the detected key words in context to determine information content of the key words in context; comparing the information content of the evaluated words with an information content of a plurality of expected customer responses and selecting an expected customer response of the plurality of expected customer responses when the key words substantially match the selected expected customer response; following a script of the plurality of scripts associated with the selected expected customer response of the customer as a second concatenated portion of the presented script of the predetermined storyline when the keywords substantially match the selected expected customer response; and when key words do not substantially match any of the plurality of expected customer responses, then selecting a script of the plurality of scripts as a second, concatenated portion of the presented script of the predetermine storyline based upon an objective difference value between keywords of the first portion of the threaded conversation and the selected script.