Dynamic scripting for call agents

Abstract

A computing system can generate, for a computing device of a call agent, a dynamic scripting interface providing a dynamic script for the call agent during a call session with a user. Based on one or more authorizations provided by the user, the system can obtain, from the health record databases, health record data of the user. During the call session, the system can dynamically rank a set of health care plans for the user based at least in part on the health record data of the user.

What is claimed is: 
     
         1 . A computing system comprising:
 a network communication interface to communicate, over one or more networks, with (i) health record databases, and (ii) computing devices of call agents;   one or more processors; and   a memory storing instructions that, when executed by the one or more processors, cause the computing system to:
 generate, for a computing device of a call agent, a dynamic scripting interface providing a dynamic script for the call agent during a call session with a user; 
 based on one or more authorizations provided by the user, obtain, from the health record databases, health record data of the user; and 
 during the call session, dynamically rank a set of health care plans for the user based at least in part on the health record data of the user. 
   
     
     
         2 . The computing system of  claim 1 , wherein the executed instructions further cause the computing system to:
 access one or more third-party databases to acquire information pertaining to the user;   wherein the computing system initially generates the dynamic script for the call agent based on the information acquired from the one or more third-party databases.   
     
     
         3 . The computing system of  claim 1 , wherein the health record data obtained from the health record databases is in coded form, and wherein the executed instructions further cause the computing system to:
 automatically translate the health record data from the coded form into plain language; and   update the dynamic scripting interface by automatically populating one or more health record fields presented on the dynamic scripting interface.   
     
     
         4 . The computing system of  claim 1 , wherein the executed instructions further cause the computing system to provide the ranked set of health care plans for the user on the dynamic scripting interface for the call agent. 
     
     
         5 . The computing system of  claim 1 , wherein the executed instructions further cause the computing system to:
 based at least in part on the health record data of the user, generate one or more health outcome predictions for the user;   wherein the computing system further dynamically ranks the set of health care plans for the user based on the one or more health outcome predictions.   
     
     
         6 . The computing system of  claim 1 , wherein each health care plan in the set of health care plans includes a set of benefits, and wherein the executed instructions cause the computing system to dynamically rank the set of health care plans by scoring the set of benefits of each health care plan based on (i) information pertaining to the user, and (ii) the health record data of the user. 
     
     
         7 . The computing system of  claim 1 , wherein the one or more authorizations are provided verbally by the user or via a texted link to the user. 
     
     
         8 . The computing system of  claim 1 , wherein the executed instructions further cause the computing system to:
 monitor the call session between the call agent and the user;   wherein the one or more authorizations are automatically detected by the computing system, causing the computing system to obtain the health record data of the user from the health record databases.   
     
     
         9 . The computing system of  claim 1 , wherein the dynamic scripting interface provides the call agent with a descriptive connection between a health condition or prescription to specific health plan benefit. 
     
     
         10 . The computing system of  claim 1 , wherein dynamic scripting interface provides the call agent with one or more tools or resources that enable the call agent to understand relevant conditions of the user based on the health record data. 
     
     
         11 . The computing system of  claim 1 , wherein the dynamic scripting interface presents a set of follow-up questions to enable the call agent to understand a severity of a particular condition of the user. 
     
     
         12 . The computing system of  claim 1 , wherein the executed instructions cause the computing system to dynamically rank the set of health care plans based on at least one of cost, doctor network, doctor effectiveness, or health outcomes of patients. 
     
     
         13 . A non-transitory computer readable medium storing instructions that, when executed by one or more processors of a computing system, cause the computing system to:
 generate, for a computing device of a call agent, a dynamic scripting interface providing a dynamic script for the call agent during a call session with a user;   based on one or more authorizations provided by the user, obtain, from the health record databases, health record data of the user; and   during the call session, dynamically rank a set of health care plans for the user based at least in part on the health record data of the user.   
     
     
         14 . The non-transitory computer readable medium of  claim 13 , wherein the executed instructions further cause the computing system to:
 access one or more third-party databases to acquire information pertaining to the user;   wherein the computing system initially generates the dynamic script for the call agent based on the information acquired from the one or more third-party databases.   
     
     
         15 . The non-transitory computer readable medium of  claim 13 , wherein the health record data obtained from the health record databases is in coded form, and wherein the executed instructions further cause the computing system to:
 automatically translate the health record data from the coded form into plain language; and   update the dynamic scripting interface by automatically populating one or more health record fields presented on the dynamic scripting interface.   
     
     
         16 . The non-transitory computer readable medium of  claim 13 , wherein the executed instructions further cause the computing system to provide the ranked set of health care plans for the user on the dynamic scripting interface for the call agent. 
     
     
         17 . The non-transitory computer readable medium of  claim 13 , wherein the executed instructions further cause the computing system to:
 based at least in part on the health record data of the user, generate one or more health outcome predictions for the user;   wherein the computing system further dynamically ranks the set of health care plans for the user based on the one or more health outcome predictions.   
     
     
         18 . The non-transitory computer readable medium of  claim 13 , wherein each health care plan in the set of health care plans includes a set of benefits, and wherein the executed instructions cause the computing system to dynamically rank the set of health care plans by scoring the set of benefits of each health care plan based on (i) information pertaining to the user, and (ii) the health record data of the user. 
     
     
         19 . The non-transitory computer readable medium of  claim 13 , wherein the one or more authorizations are provided verbally by the user or via a texted link to the user. 
     
     
         20 . A computer-implemented method, comprising:
 generating, for a computing device of a call agent, a dynamic scripting interface providing a dynamic script for the call agent during a call session with a user;   based on one or more authorizations provided by the user, obtaining, from the health record databases, health record data of the user; and   during the call session, dynamically ranking a set of health care plans for the user based at least in part on the health record data of the user.