Interactive customer-business interview system and process for managing interview flow

摘要

A process for generating a script for an agent system of a business to use in conducting an interactive interview with a customer. The agent system is linked to a database which includes a questions table, an answers table and a branching table. The agent system retrieves a question from the questions table and a list of alternative answer choices for the retrieved question from the answers table. The agent system communicates the first question and the list of alternative answer choices to the customer. The agent system inputs the customer's selected one of the alternative answers to the branching table of the database. The branching table includes rules for determining the next one of the a questions to communicate to the customer based on the customer's selected answer.