What is interactive scripting in SAP CRM-CIC - Interaction Center WinClient?

SAP Term: interactive scripting

• Component: CRM-CIC

• Component Name: Interaction Center WinClient

• Description: A function in the Interaction Center that allows managers to design step-by-step, campaign-specific 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 Interaction Center IC. Interactive scripting makes agents' interactions with customers more consistent, which in turn improves the quality of a company's customer interactions.

Smart SAP Assistant

• Key Concepts: 
  Interactive scripting is a feature of the CRM-CIC Interaction Center WinClient that allows users to create scripts for customer interactions. These scripts can be used to guide customer conversations, provide information, and help agents quickly respond to customer inquiries. The scripts are interactive, meaning they can be adapted to different customer scenarios and can be changed on the fly. 
  
  How to use it: 
  Interactive scripting is easy to use. Agents can create scripts by selecting from a list of pre-defined templates or by creating their own custom scripts. Once the script is created, it can be used in customer interactions. Agents can also modify the script as needed during the conversation. 
  
  Tips & Tricks: 
  When creating scripts, it is important to keep them concise and easy to understand. Scripts should also be tailored to the customer’s needs and should provide helpful information. Additionally, agents should practice using the scripts before using them in customer interactions. 
  
  Related Information: 
  For more information on interactive scripting, please refer to the SAP Help Portal or contact your local SAP representative.