The method the route of deciding script direction conversation with the operator and the customer of coal center, the system and the formation vessel of the script

摘要

The system (6) is formed, in order conversation with the operator and the customer of coal center the route to decide. In order to follow the scenario which corresponds to the circumstance of the customer with the expedient which presents plural messages vis-a-vis the aforementioned operator, the communication script which is formed (44) it possesses the aforementioned system. The aforementioned system has, furthermore, the expedient which decides the type of the aforementioned scenario (3,7) with, the expedient which decides the present state of the aforementioned scenario (11) with, the communication script (44) the formation vessel (9) with. The aforementioned formation vessel is formed in order the database of message (10) from plural messages (44a, 44b and 44c) to select in order to obtain the message where plural is selected according to the aforementioned type and the aforementioned present state. Ranking attaching expedient (14b), in order the description above ranking to attach the message which is selected, it is constituted, the message which has high connection vis-a-vis the present state of the aforementioned scenario ranking is attached high here. User interface (8), the description above the message which is selected is formed in order ranking (46a, 46b and 46c) with together the list (18) with to present vis-a-vis the aforementioned operator.