WO2004082252A1

WO2004082252A1 - A method, a system, a script generator and a user interface arranged to enable a personalized communication with a customer

Info

Publication number: WO2004082252A1
Application number: PCT/IB2004/050177
Authority: WO
Inventors: Andras Montvay; Jens MÜHLSTEFF; Harald Reiter; Ralf Schmidt; Olaf Such; Josef Lauter
Original assignee: Philips Intellectual Property & Standards Gmbh; Koninklijke Philips Electronics N.V.
Priority date: 2003-03-11
Filing date: 2004-03-01
Publication date: 2004-09-23

Abstract

The invention relates to a method, a system, a script generator and a user interface arranged to enable a personalized functional communication between an agent of a service provider and a customer. An embodiment of the system (1) comprises a userside (6') and a remote side (6), for example a call center. The remote side (6) comprises storage means (9) for storing a plurality of predefined communication scripts (12) for predetermined interactive scenarios, each communication script comprising a valid function (not shown) of the responding customer, each interactive scenario being arranged to meet a predetermined type of a service request. The remote side (6) of the system (1) further comprises means (7) to receive the service request. The system (1) still further comprises means for retrieving a typification of the received service request (3,4,7a). In order to appoint the responding customer interactively, the system (1 6) comprises also means (2) for interactively appointing the responding customer. The storage means (9) further comprises means (not shown) arranged to address a database (10) and to select the valid communication script (12') from a plurality of scripts available in the database (10) according to the typification of the service request. A list of predefined typifications is stored in a look-up table (11). The resulting script is presented to the operator of the calling center (not shown) by means of the user interface (8).

Description

_{A METH}O_D, A SYSTEM, A SCRIPT GENERATOR AND A USER INTERFACE ARRANGED TO ENABLE _A ERSONALIZED COMMUNICATION ITH A CUSTOMER

The invention relates to a method of enabling a functional communication with a responding customer upon a receipt of a service request.

The invention further relates to a system for enabling a functional communication with a responding customer upon a receipt of a service request. 10 The invention still further relates to a generator of a customized communication script.

The invention still further relates to a user interface.

15 An embodiment of the method as set forth in the opening paragraph is known from US 6,168,563. The known method is suited to be used in a frame of a self- care monitoring of chronic health conditions. The known method is further suited to be used as a panic response system when a response of a care provider is triggered by a patient actuating a panic button. The known method is arranged to enable a

20 communication with a patient being contacted by means of a communication script, said script being generated by a script generator of the care provider. The script generator is arranged to download a number of specific messages to a patient's user interface in order to initiate a communication with the patient by asking the patient questions and by receiving answers from the patient. The script generator is suited to enable a

25 personalized communication with the patient, by addressing him by his name. This feature is enabled due to the fact that a trigger event initiating a response from the care provider is originating from a known personal patient apparatus operable by the patient and installed at his premises. Therefore, there is a one-to-one relation between the trigger event and the identification of the person requiring an assistance. It is a disadvantage of the known method that it does not provide a possibility to personally communicate to a plurality of users at a time. Moreover, the known method does not provide means to validate the identity of a person behind the trigger event, which is useful for circumstances when the actual user of the system is unconscious and a service request is triggered by a bystander. Furtheron, the known method is arranged to generate a customized, yet standard communication script answering a general condition of the user which does not leave space for a fine tuning of the script in order to meet a specific demand or a specific circumstance of the user in real-time.

It is an object of the invention to provide a method of enabling a functional communication with a responding customer upon a receipt of a service request where the responding customer is properly addressed and where a communication script answering a current demand of the caller is activated.

The method of enabling a functional communication with a responding customer upon a receipt of a service request according to the invention comprises the following steps: defining and storing a plurality of communication scripts for predetermined interactive scenarios, each communication script comprising a valid function of the responding customer, each interactive scenario being arranged to meet a predetermined type of a service request; receiving the service request; - retrieving a typification of the received service request; selecting from the plurality of communication scripts a valid communication script meeting the typification of the received service request; interactively appointing the responding customer; - assigning the valid function to said responding customer based on said typification; engaging in the functional communication with the responding customer using the valid communication script.

The technical measure of the invention is based on the insight that in order to properly handle a service request in real-time by means of an interactive communication script, a number of interactive scenario's meeting each type of a service handled by a service provider has to be defined a-priori. A customer is assigned a function within each predefined interactive scenario. In case the interactive scenario supports a plurality of customers, a plurality of functions is correspondingly defined. For example, for purposes of a banking operation an interactive scenario comprising steps of carrying out a tele-banking request is defined, the corresponding possible functions of a customer can be a personal account holder, a mortgage inquirer, a stock dealer, etc. Each function is supported by a specific communication script elaborating the function within a corresponding scenario. For example, for stock operations an advisory script dealing with supporting the customer during operations with his stock can be initiated. For purposes of a booking offer, another interactive scenario meeting the necessary steps to carry out a booking service is defined. Such interactive scenario can comprise travelling advice to destinations. For medical applications, still another interactive scenario is defined comprising steps meeting a specific type of a medical service request. An example of a service request can be a request for an appointment with a medical specialist, alternatively, a type of the service request can comprise an identification of a medical emergency of a certain type, for example a cardiac emergency. It must be understood that for practical purposes the service provider will be arranged to deal with a single type of the service, like banking, travelling, medical care, police stand-by, etc. In this case the typification of the service request will comprise a further specification of the service. For example, for a call center specializing in dealing with cardiac emergencies, the typification can be arranged to distinquish between types of cardiac abnormality, like a ventricular fibrillation, atrial fibrillation, heart block, etc. Within each predefined interactive scenario a customer is assigned the valid function. It must be noted that in most cases a caller, who is a person triggering the service request will be appointed by the method as the responding customer, as the caller will be able to answer the questions and will be legally capacitated to do so. In this case the appointment of the responding customer is carried out automatically, the status of the responding customer being assigned to the actual caller. In some particular cases, for example when a service request is triggered by a child, or when a service request is triggered due to a deteriorating medical condition of a person in need of a medical assistance, the method according to the invention is suited to appoint the responding customer who will replace the person in need of a medical assistance, or a child, respectively.

The method according to the invention operates as follows: upon a receipt of a service request, a type of a service being sought is retrieved. The retrieval of the service typification can be carried out by means of an interrogation of a caller, or by technical means. For example in case the service request is triggered by computer means using a WWW, a site contacted by the user can in itself be arranged to forward a flag to the script generator pointing to the type of service being sought. In case the service is requested by means of a call to an operator-controlled call center, the type of the call center contacted by the caller can be used as an identification of the type of service being sought. For example, if an ambulance dispatch center is called the assigned type of the service request is medical emergency, in case a fire brigade is called, the assigned type is a fire-hazard, in case a police station is called, the assigned type of the service request can be a burglary, for example. The typification of the service request can be further specified by means of an interrogation of the customer, yielding for example: medical emergency, a bone fracture, etc. Upon the establishing of the typification of the service request, a valid communication script meeting the typification of the received service request is selected from the plurality of stored communication scripts. This operation can be carried out by computer means using a search engine in a database, for example. At the next step of the method according to the invention the responding customer is interactively appointed. As has been noted earlier, this operation in most cases will assign the status of the responding customer to the actual caller and in most cases won't be noticeable to the caller. Next, the valid function is assigned to said responding customer based on the typification of the service request. In the context of the present invention the valid function must be understood as an actual role of an individual within an interactive scenario. For example, for a banking operation the valid function van be an inquirer, an order-placing person, etc. For a travelling example the valid function can be a traveler, a booker but not a traveler, an inquirer, a claimer etc. It is also possible that a plurality of responding persons are active within one interactive scenario. For example when a travel agent contacts a call center assigned to a travel company he works with in order to ask for a booking advice, while the customer is situated in front of the agent or is involved in a teleconference call with the agent. In this case an operator of the travel company can load a script corresponding to a scenario comprising the customer, the travel agent and the operator of the call center. Preferably, the script is adjusted accordingly so that any internal information is removed from the communication script and the personal data of the customer are forwarded to the operator of the call center, so that he can address both the customer and the agent by their name. In an example comprising a medical situation, the valid function of the responding customer can be a person in need of assistance, a person in need of an appointment with a medical specialist, a bystander witnessing a medical emergency, etc. When the valid function of the responding person is assigned, the functional communication using the valid communication script with the responding customer is initiated. Methods of scripting as such are known to the person skilled in the art. An example of a script is given in WO00/33226.

According to the technical measure of the method according to the invention the customers requesting a service are dealt with in an efficient way, optimizing the workflow of the operator of the call center and avoiding unnecessary interrogations of the customer leading to an improvement of the efficiency of the provided services.

An embodiment of the method according to the invention comprises the steps of: retrieving personal data of the responding customer; updating the valid communication script with personal data of the responding customer to obtain an updated communication script; engaging in the personalized communication with the responding customer using the updated communication script.

It is found to be particularly advantageous to enable a personalized communication, especially in cases where a plurality of customers is engaged, or where the function of the customer is being altered with time. This feature minimizes customer confusion. In a medical emergency scenario, in case of a heart attack, for example, a bystander can be permitted to carry out a first aid or even to apply a therapeutic device on the person in need of help. In such a case it is particularly advantageous that the person carrying out the therapeutic steps is addressed by his name, which in most cases will improve the self-confidence of the person. The personal data can also comprise a supplementary information, for example such supplementary information can comprise family information about the responding customer, or some additional data upon followed medical courses, for example. Additionally, when the personal data are retrieved and is used to amend the script, a temporal log of the events and the persons present at the scene is created. This log can be further used for purposes of billing or for purposes of resolving a legal issue.

Preferably, in the method according to the invention at least one of the plurality of communication scripts is arranged to run a subroutine, said subroutine being arranged to enable a transmission of a predefined message to the responding customer. An example of a predefined message is a question or an instruction. In order to optimize the script it is found to be advantageous to load a subroutine which is arranged to define a sub-scenario within the interactive scenario of the script. Due to this feature the volume of the main script is minimized, as similar situations occurring within different interactive scenarios are covered by a corresponding subroutine. Preferably, the subroutine is selected from a plurality of prestored subroutines based on the valid function of the responding customer. It is advantageous to update the predefined messages of the subroutine with the personal data of the responding customer, for example his name. The prestored subroutines can differ in their matter, for the same function of the responding customer some subroutines comprise queries, other may comprise an instruction guiding the responding customer to the service requested. Preferably, the personal data of the customer is loaded from a database, which is stored at a side of the service provider. In a still further embodiment of the method according to the invention the typification of the service request is determined by monitoring means. For example in case a fire alarm is actuated, the monitoring system installed at the premises of the customer is arranged to contact a fire response center, which then will assign a typification 'fire hazard' to the service request. In case the monitoring means arranged to monitor a burglary at the premises of the user or at his other property is activated, the assigned typification of the service request is 'burglary'. In case the monitoring means is activated, which is arranged to monitor a physiological condition of the user, in particular a change in said condition, a service of a type 'medical emergency' is requested. An example of a monitoring means arranged to initiate a customized service is described in EP 02030421.7 and is incorporated here by reference. It must be noted that in some cases a person in need of a medical assistance is not in a condition to engage in a communication with a service provider. In this case a bystander, for example a member of the person's family is assigned the status of the responding customer. In order to enable a personalized communication with the bystander, the personal data of the individual in need of the medical assistance are loaded from a database stored at the side of the care provider, the personal data of the bystander being retrieved from the personal data of the individual. Preferably, the personal data of the family member are stored in the same database as the personal data of the individual and are linked to the personal data of the individual.

A system for enabling a functional communication with a responding customer upon a receipt of a service request according to the invention comprises: storage means for storing a plurality of predefined communication scripts for predetermined interactive scenarios, each communication script comprising a valid function of the responding customer, each interactive scenario being arranged to meet a predetermined type of a service request; - means for receiving the service request; means for retrieving a typification of the received service request; means for selecting from the plurality of communication scripts a valid communication script meeting the typification of the received service request; means for interactively appointing the responding customer; - means for assigning the valid function to said responding customer based on said typification; communication means for enabling the functional communication with the responding customer using the valid communication script.

Preferably, the storage means for storing a plurality of predefined communication scripts for predetermined interactive scenarios comprises a memory unit of a computer located at the side of the service provider. Means for receiving the service request can be arranged to comprise a telephony unit connectable to a stationary telephony network. This embodiment is suitable to enable communication to stationary callers. In order to enable a communication to computer users, the means for receiving the service request is arranged to comprise a computer modem which is arranged to enable a dial-in andor a dial-back connection to the customer, for example. For a mobile scenario, where the customer and/or the service provider are not located at their stationary dwelling, the means for receiving the service request is preferably arranged to comprise a RF-receiver. An example of a suitable RF-receiver is a mobile phone. In order to enable an accurate typification of the service request, in an embodiment of the system according to the invention the means for retrieving the typification of the service request comprise a voice recognition engine, which is arranged to translate an audio input into a textual string. For cases of emergencies of any type described above it is particularly advantageous to use such voice recognition engine so that the customer is not subjected to additional unnecessary questioning by the agent of a call center dealing with the service request. It is also possible that the system according to the invention is automated, wherein means for retrieving a typification of the received service request comprise a decoder arranged to decode a signal from an actuatable sensor, said sensor being conceived to be actuated upon an occurrence of a predetermined event. In such set-up the decoder, preferably positioned at the side of the service provider is arranged to decode a trigger signal from the actuatable sensor. An example of a suitable decoding comprises an analysis of medical data sent together with an alarm trigger call to the service provider. For example, for medical cases a ECG of a person suffering from a cardiac insufficiency can be provided to the care provider. By analyzing the ECG spectrum a type of the service request is determined, for example a defibrillation request, a request for a ambulance dispatch, an on-line consultation with a specialist for non-critical cases, etc. Examples of monitoring systems arranged to forward medical data together with an alarm call are known per se in the art and will not be explained in detail here. It must be noted that the decoder can be positioned also at a side of the monitoring system for purposes of minimization of data traffic. In this case the decoder is further arranged to forward the typification of the service request to the service provider.

In order to interactively appoint the responding customer the system according to the invention preferably comprises a voice recognition engine arranged to transfer the audio input into a textual string. This is particularly advantageous for cases where the responding customer is a stranger in a scene of the interactive scenario being developed. For example, when a bystander is a person not related to the person in need of help. As the voice recognition engine can be designed to be more sensitive than a human ear, the bystander does not have to repeat his name until the operator gets it correctly. This saves time and maybe of particular importance for time-critical scenarios. Alternatively, in case the customer calls from his stationary location, the system according to the invention can comprise a decoder arranged to decode the identification of a calling unit of the responding customer and to load personal data of the responding customer from a database using said identification. For example, in case a monitoring means reports an alarm, a database entry corresponding to the identification of the calling unit is addressed and the persons listed on that address are presented to the operator. The operator can then select a name from the presented list and thus appoint the responding customer.

In an embodiment of the system according to the invention, said system further comprises: means for retrieving personal data of the responding customer; - means for updating the valid communication script with personal data of the responding customer to obtain an updated communication script, the communication means being further arranged to enable the functional communication with the responding customer using the updated communication script. It is advantageous to address the responding customer by his name, especially in a situation with a plurality of responding customers, like in cases of a medical emergency. Preferably, the personal data are retrieved from a prestored database, alternatively the personal data can be acquired by means of an interrogation of the responding customer.

A generator of a customized communication script according to the invention, wherein said communication script is arranged to enable a functional communication between a customer and a service provider, comprises a configurable textual string, said generator being arranged to update said configurable textual string, said generator being further arranged to assign a function to said customer based on a service type, said generator being further arranged to guide the functional communication based on the assigned function of the customer and an answer given by the customer to the service provider.

It must be noted that prior to the functioning of the generator, the communication script is selected based on the type of the service request meeting the interactive scenario the responding customer is currently in. In order to assign the valid function to the customer, the generator has to present a proper question to the customer, depending on the circumstances of the customer. The valid function can then be selected based on a look-up table stored at the side of the service provider. Preferably for each type of the service a separate look-up table defining possible functions is available. When the valid function is assigned the generator is arranged to produce a following question meeting the scenario to the customer. Depending on the answer to this question a progress in the personalized script is enabled. Preferably, the generator is arranged to access a plurality of prestored subroutines meeting various circumstances of the scenario. A selection of a suitable subroutine is preferably enabled by means of a key-word recognized in the answer of the customer. Such recognition can be carried out automatically, by means of a voice recognition engine, or by the operator of the call center. Preferably, the configurable textual string is updated with personal data of the customer, which can be loaded from a prestored database. In order to grammatically correspond the name or an other way of a reference of the customer with the prestored messages of the script, the generator is arranged with a text editor arranged to parse the configurable textual string. Preferably, the textual editor is further arranged to enable a plurality of references to the responding customer, like his name, his title, possessive pronoun, his relation to other customers involved in the scenario, etc.

These and other aspects of the invention will be discussed in more detail with reference to figures.

Fig. 1 presents in a schematic view an embodiment of the system according to the invention.

Fig. 2 presents in a schematic view an embodiment of a system of Figure 1, wherein the typification of the service request is determined by monitoring means.

Fig. 3 presents a schematic view of an embodiment of an operation of the generator of a customized communication script according to the invention. Fig. 4 presents a schematic view of an embodiment of a user interface according to the invention.

Figure 1 presents in a schematic view an embodiment of the system according to the invention. The system 1 comprises a user-side 6' and a remote side 6, for example a call center. The remote side 6 comprises storage means 9 for storing a plurality of predefined communication scripts 12 for predetermined interactive scenarios, each communication script comprising a valid function (not shown) of the responding customer, each interactive scenario being arranged to meet a predetermined type of a service request. An example of a suitable storage means 9 is a personal computer. The remote side 6 of the system 1 further comprises means 7 to receive the service request. An example of a suitable means to receive the service request is a telephony unit or a modem. In this case the telephony unit or the modem can be used as communication means for enabling the functional communication with the responding customer. The system 1 further comprises means for retrieving a typification of the received service request 3,4, 7a, the functioning thereof will be explained in more detail with reference to Figure 2. In order to appoint the responding customer interactively, the system 1 comprises also means 2 for interactively appointing the responding customer, for example a telephony unit arranged at the customer's side. The telephony unit 2 can be of a stationary type, alternatively it can be a computer modem or a mobile phone. The storage means 9 further comprises means (not shown) arranged to address a database 10 and to select the valid communication script 12' from a plurality of scripts available in the database 10 according to the typification of the service request. A list of predefined typifications can be stored in a look-up table 11. The resulting script is presented to the operator of the calling center (not shown) by means of the user interface 8. This operation will be discussed in more detail with reference to Figure 4.

Figure 2 presents in a schematic view an embodiment of a system of Figure 1, wherein the typification of the service request is determined by monitoring means. The system 20 comprises a user-side 22 connectable to a remote host 22' by means of a telecommunication line 26. The user-side comprises a home station 24 with a telephone module 28. An event that a user is in a need of a service is notified by a trigger means 27 arranged to provide a code 29 to the home station 24. The trigger means can be actuated by a user, for example by means of a user interface (not shown), or it can be actuated by means of an automated system, like a monitoring system 3. An example of the user interface is an actuatable key, like a press button or a touch- sensitive screen. Alternatively, it can be a start-up computer program. Still alternatively, the trigger means can comprise a connection back to the user's phone 28 which detects that the user has dialed a certain phone number. The trigger means 27 uses a prestored list of codes 29, which are related to a service type in order to classify an event that has occurred, and generates the trigger call from the telephony unit 28 on the user-side of the system 20 to the remote hot 22'.

The processing unit 25 of the home station 24 is arranged to produce a specific message 4 comprising the code for the service type and to start-up a telematic communication via the telephone module 28 to the telephone module 39 of the host 22' of the service provider. The user-side 24 then uses a suitable telematic protocol to transmit the specific message 4 over the network 26 to the remote host 22'. It will possibly make use of the legacy phone of the user, but may also comprise its own circuitry for realizing the telematic protocol. The remote host 22' comprises a suitable decoder 7a arranged to decode the transmitted specific message 4 and to retrieve the typification of the service request. The typification of the service request is then used by the database 37 for selecting the suitable script 33 meeting the service request. The remote host further retrieves personal data 35 of the user, in order to update the script 33 meeting the service type given by the code 29. Also a valid function of the customer is established, preferably by means of interrogating the customer. Preferably, in order to personalize the communication with the customer, the script 33 selects a subroutine 31a from a database 31 of prestored subroutines, said selection being carried out using the valid function of the customer defined within the script 33.

Figure 3 presents a schematic view of an embodiment of an operation of the generator of a customized communication script according to the invention. The generator 12 is arranged to receive a requested service type as an initial input, this step is schematically illustrated by an arrow h. This step can be realized by means of a user interactions, for example when the operator of the call center enters a key word or other suitable identification of the service request. Alternatively, the service type can be made available to the script generator 12 by a suitable hardware of the call center, for example by means of the telephony unit shown in Figure 1. Upon a receipt of the service type the generator 12 is arranged to retrieve a corresponding communication script 15 from the database 19, this step being schematically represented by an arrow a. The communication script 15 stored in the database is arranged with configurable textual strings (not shown) which are amendable by means of an interaction with the operator or automatically, using a corresponding input from the telephony unit shown in Figure 1. When the configurable textual strings are located by the generator 12, they are made available by the generator 12 to the textual editor 14 (arrow c). The textual editor 14 is, for example, arranged to search for the personal data of the responding customer in the database 19 and to parse the configurable textual string accordingly (arrow e). The textual editor 14 is further arranged to insert a replacement string, for example the personal data of the responding customer, or his valid function 17 within a running scenario into the configurable textual string yielding the customized communication script 18 (arrow d). The script generator 12 is arranged to instruct a software 13 of the user-interface processor (not shown) to enable suitable user-interface operations. An example of a suitable user interface operation comprises an output on a display (not shown) for the operator's convenience (arrow g). The software of the user-interface processor is arranged to inform the script generator 12 of an interaction with the customer, in particular about an answer given to a question (arrow f). Preferably, the textual editor 14 comprises a voice recognition engine 14a arranged to transfer an audio input into a textual string. The script generator 12 is further arranged to enable one of the following steps: i) to assign a valid function to the responding customer 17; ii) to retrieve a subroutine 16 from the database 19 (arrow b), iii) to retrieve a further configurable textual string in the running script and to forward it to the textual editor 14. Figure 4 presents a schematic view of an embodiment of a user interface according to the invention. The user interface 40 in this example is arranged to support the operator of the calling center (not shown) to adapt the selected prestored communication script with personal data of the caller. Upon a receipt of a service request by the service provider, the user interface 40 is activated. The user interface is arranged to appoint the responding customer, to assign a valid function to the appointed responding customer and to guide the communication so that the service is provided in an efficient way. In case the appointment of the responding customer is not done automatically, the user interface first prompts for the name of the customer using a textual string 44. Preferably, this operation is followed by a pop-in dialogue box 42, providing the operator with a possibility to select for an entry of a new name 46 or to start a search engine of preknown names by selecting a button 48. In case the search engine (not shown) is activated, a database (not shown) is called, which results in a highlighting of possible names 50 of possible responding persons according to the scenario and an identification of the caller side. For example, in case the user interface is arranged with a recognizer of a dialing number of the customer's telephony unit, the identification is retrieved from the recognized number of the customer's telephony unit. For cardiac emergencies, when the patient is supplied with monitoring means, the database shows the name of the patient 52, his family members 54 and, other related data, like a name 56 and a telephone number of a neighbor. It is also possible that the information stored in the database comprises other relevant information, like a list of relevant courses followed by a person in question. Upon an entry of the name of the person currently on the phone by means of the dialog box 70, preferably provided with a list of options 72, the user interface 40 prompts for a function of the responding customer using a dialog box 60. A plurality of options are possible. For example, in case of a cardiac emergency, these options comprise textual strings 'a patient in need of help' and 'a bystander'. When both the name of the responding customer and his function within the scenario are established, the user interface 40 initiates a corresponding communication script, where, preferably, the questions and instructions to the responding are updated with the personal data of the responding customer.

Although embodiments of the method and the system according to the invention are illustrated in the accompanying drawings and described in the foregoing detailed description, it will be understood by those skilled in the relevant art that the invention is not limited to the embodiments disclosed, but is capable of numerous rearrangements, modifications and substitutions without departing the spirit of the invention as set forth and defined in the following claims.

Claims

CLAIMS:

1. A method of enabling a functional communication with a responding customer upon a receipt of a service request, said method comprising the steps of: defining and storing a plurality of communication scripts for predetermined interactive scenarios, each communication script comprising a valid function of the responding customer, each interactive scenario being arranged to meet a predetermined type of a service request; receiving the service request; retrieving a typification of the received service request; selecting from the plurality of communication scripts a valid communication script meeting the typification of the received service request; interactively appointing the responding customer; assigning the valid function to said responding customer based on said typification; engaging in the functional communication with the responding customer using the valid communication script.

2. A method according to Claim 1, wherein said method further comprises the steps of: retrieving personal data of the responding customer; - updating the valid communication script with personal data of the responding customer to obtain an updated communication script; engaging in the personalized communication with the responding customer using the updated communication script.

3. A method according to any one of the preceding Claims, wherein at least one of the plurality of predefined communication scripts is arranged to run a subroutine, said subroutine being arranged to enable a transmission of a predefined message to the responding customer.

4. A method according to any one of the preceding Claims 1 to 3, wherein service requests meeting a predefined selection criterion are forwarded to a predetermined customer response unit, the typification of the service request being determined from an identification of the customer response unit.

5. A method according to Claims 1 to 3, wherein the typification of the service request is determined by monitoring means arranged to monitor a health condition of an individual.

6. A method according to Claim 5, wherein the communication script is arranged to load pre-stored personal data of the individual from a database, the personal data of the responding customer being linked to the personal data of the individual in said database.

7. A system (1) for enabling a functional communication with a responding customer upon a receipt of a service request, said system comprising: - storage means (9) for storing a plurality of predefined communication scripts (12') for predetermined interactive scenarios, each communication script comprising a valid function (17) of the responding customer, each interactive scenario being arranged to meet a predetermined type (29) of a service request; means (7) for receiving the service request; - means (3 ,4,7a) for retrieving a typification of the received service request; means (10) for selecting from the plurality of communication scripts a valid communication script meeting the typification of the received service request; - means (8) for interactively appointing the responding customer; means (8,12) for assigning the valid function (17) to said responding customer based on said typification; communication means (7,8) for enabling the functional communication with the responding customer using the valid communication script.

8. A system according to Claim 7, wherein said system further comprises: means (19) for retrieving personal data of the responding customer; means (14) for updating the valid communication script (15) with personal data of the responding customer to obtain an updated communication script (18), the communication means being further arranged to enable the functional communication with the responding customer using the updated communication script.

9. A system according to Claim 7, wherein means for retrieving a typification (7a) of the received service request comprise a decoder arranged to decode a signal from an actuatable sensor (3), said actuatable sensor being conceived to be actuated upon an occurrence of a predetermined event.

10. A system according to Claim 9, wherein said predetermined event is concieved to comprise a change in a physiological condition of an individual.

11. A system according to Claim 7, wherein means for interactively appointing the responding customer comprises a voice recognition engine (14a) arranged to transfer a vocal input into a textual string.

12. A system according to Claim 7, wherein means for interactively appointing the responding customer comprises a decoder (7a) arranged to decode an identification of a calling unit of the responding customer, said means being further arranged to load personal data (35) of the responding customer from a database using said identification.

13. A system according to Claim 7, wherein at least one of the plurality of predefined communication scripts (15) is arranged to run a subroutine (16), said subroutine being arranged to enable a transmission of a predefined message (70) to the responding customer.

14. A generator (12) of a customized communication script, said communication script being arranged to enable a functional communication between a customer and a service provider, said communication script comprising a configurable textual string (44), said generator being arranged to update said configurable textual string, said generator being further arranged to assign a function (52,54,56) to said customer based on a service type (60), said generator being further arranged to guide the functional communication based on the assigned function of the customer and an answer (70) given by the customer to the service provider.

15. A generator of a customized communication script according to Claim 14, wherein the generator (12) is arranged to run a subroutine (16), said subroutine being selectable from a plurality of pre-stored subroutines according to the function of the customer.

16. A generator of a customized communication script according to Claim 15, wherein said generator (40) is further arranged to update the configurable textual string (44) with personal data (52,54,56) of the customer.

17. A generator of a customized communication script according to Claim

16, wherein in order to update the textual string the generator comprises a reference to a database (50) comprising personal data of the customer.

18. A user interface (8) arranged to interact with the generator of a customized communication script according to any one of the preceding Claims 14 to

17, wherein an operation of the service provider is conceived to be supervised by an agent, said user interface (8) being further arranged to provide an informative support to said agent using said generator.