Abstract: Methods and systems for managing real-time conversations include are disclosed. In one or more examples, an audio response selected from among a plurality of selectable audio responses associated with a call script may be communicated to a caller. The call script can include a number of segments, and the segments may be associated with the selectable audio responses. In addition to the selectable audio response being communicated to the caller, background sound may also be mixed with the communicated audio response and communicated to the caller. Other aspects, embodiments, and features are also included.

Abstract: Methods and systems for managing real-time conversations include are disclosed. In one or more examples, voice communications may be received from a caller and converted into textual elements. The textual elements may be analyzed to identify key concepts or expressions. A segment of a call script associated with the identified key concepts or expressions can be identified, and a plurality of selectable audio responses to present to the caller based upon the identified segment of the call script and the identified key concepts or expressions may be provided to the agent-operator. An audio response selected by the agent-operator from the selectable audio responses may be communicated to the caller. Other aspects, embodiments, and features are also included.

Abstract: A method and system is disclosed for managing a plurality of simulated real-time conversations simultaneously with a plurality of callers. The disclosure includes personalizing a number of selectable audio responses associated with a call script in an agent-operator's own unique voice, interacting with a caller, and selecting an audio response for subsequent presentation to the caller, from the selectable audio responses when operating in the agent-operator assist mode. The call script includes a number of segments, including segments associated with the selectable audio responses. The interaction with the caller is selectable among an automated mode, an agent-operator assist mode, and an agent-operator mode.