Patent ID: 8073130

Claim:
A method of prompting an agent of an automatic contact distributor during a customer service contact with a client where each customer service contact is divided into a plurality of predefined transaction phase states through which the contact passes during the contact, such method comprising the steps of: automatically detecting each of the transaction phase states of the customer service contact during the contact with the client out of the plurality of predefined transaction phase states via operation of a terminal of the agent; automatically selecting in response to respective detection of each respective transaction phase state of the plurality of transaction phase states via operation of a selection processor, a respective set of possible responses for use by the agent from a plurality of sets of predetermined possible responses including a plurality of sets of predetermined possible responses appropriate to each respective one of the plurality of predefined transaction phase states, the respective set of possible responses being a plurality of predetermined possible responses each specifically appropriate to the respective detected transaction phase state of the customer service contact and focused primarily upon supporting the respective transaction phase state of the customer service contact; and visually prompting the agent on the terminal of the agent with the respective selected set of possible responses from which the agent may select a response.