SYSTEM AND METHODS FOR OPTIMIZING CUSTOMER COMMUNICATIONS

20120317038

13/443618

April 10, 2012

A customer communication system having a scripting system coupled to a customer interface and at least one business system. The scripting system has at least one processor and at least one memory. The processor is configured to communicate with the customer interface and communicate with the at least one business system in real-time using a data format containing a unique identifier and a token value associated with a data value. The processor is also configured to provide a scripted conversation that is delivered to a customer, where the scripted conversation is predetermined based on one of information contained in a customer account, information provided by the customer and analytics and changes in real-time based on psychological factors of the customer that are detected during the customer communication.

Erbey, William C. (Christiansted, VI, US); Carter, Seth E. (Winston-Salem, NC, US); Wilcox, Kevin J. (Luxembourg, LU)

ALTISOURCE SOLUTIONS S.A R.L. (Luxembourg, LU)

1. A customer communication system comprising: a. a customer interface; b. at least one business system; and c. a scripting system operatively coupled to said customer interface and said at least one business system, said scripting system comprising: iv. at least one processor, and v. at least one memory,  wherein said at least one processor is configured to i. communicate with said customer interface, ii. communicate with said at least one business system in real-time using a data format containing a unique identifier and a token value that can be associated with a data value, and iii. provide a scripted conversation to be delivered to a customer, where the scripted conversation is predetermined based on one of information contained in a customer account, information provided by the customer and analytics; and the predetermined scripted conversation changes in real-time based on psychological factors of the customer, detected during the customer communication.

2. The customer communication system of claim 1, wherein the customer's detected psychological factors are automatically detected and the predetermined scripted conversation is automatically changed based on the customer's detected psychological factors.

3. The customer communication system of claim 1, wherein a user of the customer communication system detects the psychological factors of a customer and selects an option corresponding to the customer's psychological factors to cause a real-time change in the predetermined scripted conversation.

4. The customer communication system of claim 1, wherein the psychological factors are based on the customer's emotional state.

5. The customer communication system of claim 1, wherein the predetermined scripted conversation is written based on behavioral sciences-based principles.

6. The customer communication system of claim 5, wherein the predetermined scripted conversation is changed to reflect behavioral sciences-based principles that address the detected customer psychological factors.

7. The customer communication system of claim 5, wherein the behavioral sciences-based principles comprise at least one of an authority principle, a visceral heuristic, a liking principle, a social proof, an availability heuristic, an in-group bias, a scarcity principle, a default heuristic, an anchor-and-adjustment heuristic, a momentum/trajectory bias, a peak-end effect, a simulation heuristic description, a commitment principle, a reciprocity principle, a consistency principle, an endowment effect, a that's-not-all principle and a debiasing of sunk-cost heuristic.

8. A scripting system comprising: a. at least one processor, and b. at least one memory, wherein i. the scripting system is configured to communicate with a plurality of disparate business system databases by making a read request that includes a header having a unique identifier and a token, to which at least one of the plurality of disparate business systems respond by returning a value associated with the token, ii. the at least one processor is configured to facilitate a predetermined scripted conversation with a customer based on information contained in the at least one of the plurality of business systems, and change the predetermined scripted conversation in real-time throughout the customer communication based on information received from the customer to change at least one of the desired outcome, the method in which to achieve the desired outcome and behavioral sciences-based principles that affect the wording of the script that optimize achievement of the desired outcome.

9. The scripting system of claim 8, wherein information received from the customer is written back, via the at least one processor, to at least one of the plurality of disparate business systems.

10. The scripting system of claim 8, wherein the processor is configured to change the predetermined scripted conversation in real-time based on psychological factors of the customer detected during the customer communication.

11. The scripting system of claim 10, wherein the customer's psychological factors are automatically detected by at least one of the customer's speech pattern, voice tone, voice pitch level, voice tempo, inflection and keywords.

12. The scripting system of claim 10, wherein the customer's psychological factors are automatically detected by at least one of the customer's speech pattern, voice tone, voice pitch level, voice tempo, inflection and keywords and the processor is configured to notify a user of the scripting system of the customer's likely psychological factors so that the user may manually select an option that automatically changes the predetermined scripted conversation.

13. The customer communication system of claim 8, wherein the predetermined scripted conversation is written based on behavioral sciences-based principles.

14. The customer communication system of claim 8, wherein the wherein the behavioral sciences-based principles comprise at least one of an authority principle, a visceral heuristic, a liking principle, a social proof, an availability heuristic, an in-group bias, a scarcity principle, a default heuristic, an anchor-and-adjustment heuristic, a momentum/trajectory bias, a peak-end effect, a simulation heuristic description, a commitment principle, a reciprocity principle, a consistency principle, an endowment effect, a that's-not-all principle and a debiasing of sunk-cost heuristic.

15. The scripting system of claim 8, wherein the processor is further configured to allow an administrator to reconfigure the system to provide new and modified functionality without having to recode and recompile the system.

16. The scripting system of claim 8, wherein the read request uses extensible markup language.

17. A scripting system comprising: a. at least one processor, and b. at least one memory, wherein i. the scripting system is configured to communicate with at least one disparate business system in real-time, ii. the at least one processor is configured to a) receive a desired outcome from the at least one disparate business system; b) facilitate a predetermined scripted conversation with a customer to achieve the desired outcome, c) receive information from the customer so at least one of the desired outcomes and the method in which the desired outcome is achieved is changed in real-time; d) change the predetermined scripted conversation in real-time to reflect the change in the at least one of desired outcomes and the method in which the desired outcome is achieved, and behavioral sciences-based principles that affect the wording of the script to optimize achievement of the desired outcome.

18. The scripting system of claim 17, wherein the at least one business system receives the received customer information and makes the decision to change the at least one of the desired outcomes and the method in which the desired outcome is achieved.

19. The scripting system of claim 17, wherein the method in which the desired outcome is achieved comprises at least one of a price, a purchase term, a product feature and a service feature.

20. The scripting system of claim 17, wherein the change of the at least one of the desired outcome and the method in which the desired outcome is achieved is made by the scripting system.

21. The scripting system of claim 17, wherein the changes to the script based on behavioral sciences-based principles is changed in real-time based on a perceived psychological state or trait of the customer detected during the customer communication.

22. The scripting system of claim 21, wherein the perceived psychological state or trait of the customer is either detected automatically by the scripting system or detected manually by a user of the scripting system.

705/304

06

edspap.20120317038