Patent ID: 6856679

Claim:
A method for providing automated, end-to-end scripting to guide a telecommunications company customer service representative (CSR) in handling a call from a customer, the method comprising: displaying a greeting for the CSR to use in response to the call from the customer; displaying a page with purpose classifications for selection by the CSR, wherein the purpose classifications include (a) an add classification for customer requests to add a new product to an account and (b) a remove classification for customer requests to remove an existing product from the account; displaying products for selection by the CSR; receiving input from the CSR selecting one of the purpose classifications as pertinent to the call; receiving input from the CSR selecting one of the products as pertinent to the call; in response to the CSR selecting the add classification and one of the products, automatically displaying a first scripted message for the CSR to read to the customer, wherein (a) the first scripted message corresponds specifically both to the add classification and to the selected product, (b) the first scripted message lists at least one upsell product, and (c) the first scripted message includes upsell text for the CSR to use in upselling the customer to the upsell product; and in response to the CSR selecting the delete classification and one of the products, automatically displaying a second scripted message for the CSR to read to the customer, wherein (a) the second scripted message corresponds specifically both to the delete classification and to the selected product and (b) the second scripted message includes save text for the CSR to use in saving the selected product from removal; in response to further input from the CSR corresponding to further information received from the customer, automatically generating a new customized page, based on (a) the further input from the CSR, (b) a predefined panel template, and (c) one or more predefined business rules for customizing panel templates according to a preferred contact strategy; displaying the new customized page for the CSR to guide interactions with the customer according to the preferred contact strategy; if the call has not terminated, automatically generating and presenting one or more additional customized pages, wherein the one or more additional customized pages do at least one of (a) providing the CSR with preferred language to be used in the call and (b) guiding interactions with the customer according to the preferred contact strategy; and in response to CSR input relating to call conclusion, displaying a closing statement for the CSR to use when concluding the call.