Agent Guide Script-Flow for Web Client Interaction

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Solution Overview

Problem

Government engagement management systems, particularly web client systems, lack the ability to accommodate workflow scripts for tasks related to client interactions, preventing agents from following scripted guides to efficiently handle client interactions.

Innovation Solution

Implementing an agent guide or script-flow within the employee desktop web client that allows agents to follow a series of menu selections and automated instructions through a graphical user interface, enabling efficient handling of client interactions and automatic classification of calls within the web client environment.

Engineering Contradictions & Design Principles

VSEngineering Contradiction Analysis

1Ease of operation

If web client systems are used for government engagement management, then accessibility and ease of operation are improved, but the ability to accommodate workflow scripts for client interaction tasks is lost

Engineering Contradiction:

Improveaccessibility of web client systemVSAvoidability to accommodate workflow scripts

Core Design Contradiction:

Ease of operationVSAdaptability or versatility

Solution Approach 1:

The system separates the web client interface from the script-flow engine, allowing the web client to remain accessible while the script-flow functionality is delivered as a separate, integrated component that provides workflow scripting capabilities without compromising web-based accessibility

Inventive Principle:

Principle #1Segmentation

Solution Approach 2:

The script-flow application is designed to work within the web client environment, enabling the same system to provide both web-based accessibility and traditional workflow scripting capabilities through a unified platform that supports multiple interaction modes

Inventive Principle:

Principle #6Universality (Multi-functionality)

2Productivity

If agents follow scripted guides through menu selections and automated instructions, then handling efficiency is improved, but system complexity increases

Engineering Contradiction:

Improvehandling efficiency of client interactionsVSAvoidsystem complexity for script-flow implementation

Core Design Contradiction:

ProductivityVSDevice complexity

Solution Approach 1:

The script-flow application serves as an intermediary layer between the agent and the complex workflow logic, presenting simplified guided interactions to agents while managing the underlying complexity of script execution, menu selections, and automated instructions through a user-friendly interface

Inventive Principle:

Principle #24Intermediary (Mediator)

Solution Approach 2:

The system uses graphical user interface elements that replicate familiar desktop client interactions within the web environment, allowing agents to follow scripted guides through visual menu selections that mirror traditional workflows without requiring agents to learn entirely new interaction patterns

Inventive Principle:

Principle #26Copying

Data Source

PatentUS11843720B2System and method of running an agent guide script-flow in an employee desktop web client

Publication Date: 2023.12.12 VERINT SYST UK LTD

AI summary

In the field of government engagement management, an agent guide or script-flow in an employee desktop web client is implemented. In such a system and method, when agents create interactions with clients they can follow a script-flow which will guide the agent through the interaction through a series of menu selections and automated sets of instructions. This feature of the government engagement management system allows existing customer investment from the rich desktop client or non-web client in developing specific scripts, that can also now function in the web client atmosphere. This system and method also enables an agent to handle calls with the web client more efficiently, and allows agents on the web client to automatically classify.