Interactive Scripting

A function in the Interaction Center (IC) that allows managers to design step-by-step scripts and allows agents to execute these scripts whenever they need guidance during customer interactions.

Agents use these scripts to guide them through each step of a customer contact and enter the customer's responses in the script. The customer's response dictates the next step that the script displays. These steps may include questions with predefined answers, business transactions, Web documents, or other activities within the IC.

Interactive scripting makes agents' interactions with customers more consistent, which in turn improves the quality of a company's customer interactions.

Integration

Chat
Agents use scripts to guide them through the chat session. The script is available directly next to the chat text area, so they can easily and quickly access the information without navigating to a different screen.
Toolbar Buttons and Modes
When agents transfer a contact for which they have a partially completed script, the script information is transferred along with the contact. The script history is preserved and the script is opened to the step during which they transferred the contact.

Prerequisites

You have:

Created scripts or selected the sample script in the interactive script editor.
SAP delivers one basic, sample script. Interaction center managers or system administrators can design scripts tailored to current campaigns.
Completed the setup activities that are relevant for the script profile.
The script profile dictates which scripts appear for agents to select. It can also define which system events trigger certain scripts to appear automatically on agents' screens.

Features

Agents can:

Access scripts either from the Script or the Chat screen
Collect data from customers in a step-by-step manner
Navigate easily through the script
By default, the system navigates through script questions one after another. You can also navigate through the questions in a different order or return to previous questions by:
- Choosing the chapter or question from the overview area
- Using the buttons that appear at the bottom of the details screen
Enter customer objections and quickly access predefined responses to customer objections
If customers object to your offer during your conversation, you can document this objection by selecting it from the Objections field.
Send feedback to the author of the script

Managers can:

Create questions, answers, and scripts tailored to current campaigns or company needs
You can modify default scripts or create new scripts.
Reuse all questions, answers, and scripts
Use variables
Translate scripts into other languages

Example

The travel agency David works for is currently running a travel discount campaign to attract new customers. In order to be consistent with his presentation of this offer, he uses the script for this campaign that was created by his manager.

When he calls a customer, all he has to do is launch the “Summer Travel Discount” script, read the questions to the customer, and enter the customer's responses.