Systems and methods for automated discrepancy determination, explanation, and resolution with personalization
US12051409B2 · kind B2 · utility
Assignee
Inventors
Key dates
| Filing date | Jul 28, 2020 |
| Grant date | Jul 30, 2024 |
| Priority date | — |
| Expiry date | Feb 19, 2043 |
Classification
- Technology area (CPC G)Physics
- CPC primaryG10L2015/223
- WIPO fieldComputer technology
- WIPO sectorElectrical engineering
Abstract
Systems and methods are provided herein for autonomously determining and resolving a customer's perceived discrepancy during a customer service interaction. The method can include receiving an incoming communication from a customer; extracting a perceived state and an expected state (possibly of a product or service) based on the incoming communication; determining a perceived discrepancy between the perceived and expected states of the customer; retrieving customer information; extracting a current state of the customer from the retrieved customer information, verifying, by a rule-based platform, the discrepancy; generating a response based on the discrepancy after comparing the perceived stated with the current state, where the response may include a confirmation or a correction related to the discrepancy and a personalized explanation describing the current state of the customer; and outputting, for presentation to the customer, the response.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.