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System and Method for Intelligent Generation of Data Forms in a Service Center Application Using a Custom Call Flow Framework

IP.com Disclosure Number: IPCOM000145735D
Original Publication Date: 2007-Jan-24
Included in the Prior Art Database: 2007-Jan-24

Publishing Venue

IBM

Abstract

Disclosed is a computer-implemented system and method for intelligent generation of data forms, consisting of an authoring tool that allows a person to visually design data forms and associate them with call flows, a repository that stores data forms and labels separately to facilitate internationalization, an client application that dynamically renders the said data forms in a user interface, and a runtime engine that dynamically notifies said client application of the creation, destruction, modification of said data forms based on execution of call flows.

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System and Method for Intelligent Generation of Data Forms in a Service Center Application Using a Custom Call Flow Framework

Call center client applications used by Customer Service Representatives (CSRs) generally consist of 2 parts: a wizard like component that drives the call taker through a call script, accounting for conditional branching, validation etc., and a data entry form synchronized with the input gathered through the wizard and capable of being used independently. Each call center typically handles hundreds of call scripts which vary based on the type of service request, customer contracts, SLAs, products being serviced etc. Consequently, the data which must be gathered on a call also varies for each call script.

To provide a set of matching wizards and data collection forms, client application developers create matching data forms encompassing all fields that may be encountered in a given call flow in addition to developing call scripts to handle the logical flow of a call. As the number of call scripts grows, so does the set of information describing the required data collection forms and thus the size of the call center application. Moreover, as contracts change and business requirements evolve, they result in frequent modification of call scripts leading to corresponding updates of the forms and redistribution and redeployment of client applications containing such forms. In addition, if a call center supports service through multiple media sources, such as email, web, chat, etc., each client application will need to be updated frequently as a consequence of changes in the set of data to be gathered.

Unfortunately, due to the nature of call centers, frequent updates of client applications used by CSRs is not preferable. A typical call center has two methods of increasing capacity: adding more CSRs, or increasing the productivity of existing ones. Frequently updating the applications used by CSRs is not beneficial to either option, for two reasons: there is a cost in time spent performing updates on each CSR workstation (which increases linearly with each CSR hired), and there is a cost in training as each CSR (or beleaguered system administrator) must now be trained in applying updates on their workstation. Therefore, an additional solution is desired to control the size of these applications, minimize the time required for updates, and avoid service interruption.

Our invention provides for automatic generation of data collection forms, based on fields and additional formatting information specified in the call script itself. The solution can be applied to multiple types of input data and generates the forms on the fly during runtime. This allows the type and layout of data collection forms to be administered centrally from the callflow itself, and deployed automatically to each CSR applicati...