Automated Discrepancy Resolution in Customer Service Systems
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Solution Overview
Problem
Current automated customer service systems lack the ability to autonomously determine and resolve customer-perceived discrepancies during interactions, leading to friction and inefficiency in addressing customer concerns.
Innovation Solution
A computer-implemented method and system that utilizes Natural Language Processing (NLP) and a discrepancy determination device to extract and verify perceived and expected states, generating responses that include fact patterns and confirmations or corrections, thereby resolving customer discrepancies without human intervention.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Productivity
If automated customer service systems are used to handle customer inquiries, then productivity and operational efficiency are improved, but the ability to autonomously determine and resolve customer-perceived discrepancies is insufficient
Solution Approach 1:
The system enables self-service by allowing the automated customer service system to independently determine discrepancies, verify facts, and generate resolutions without human intervention. The discrepancy determination device autonomously processes customer communications, extracts perceived and expected states, and resolves issues using embedded rules and fact patterns.
Solution Approach 2:
The system incorporates feedback mechanisms where the NLP device continuously monitors customer communications, the discrepancy determination device verifies extracted states against stored facts, and the system iteratively refines its understanding and responses based on customer responses and interaction patterns.
2Ease of operation
If the system extracts and verifies perceived and expected states to resolve discrepancies, then customer satisfaction is improved, but the complexity of the automated determination process increases
Solution Approach 1:
The system segments the discrepancy resolution process into distinct functional modules: the NLP device for extracting states, the discrepancy determination device for comparing and verifying states, and the response generation device for creating resolutions. This modular architecture manages complexity by dividing the overall process into manageable, independent components.
Solution Approach 2:
The discrepancy determination device acts as an intermediary between the NLP device and the response generation device. It receives extracted states from the NLP device, verifies them against stored facts and rules, and provides verified information to the response generation device, thereby mediating the complex interaction between different system components.
3Measurement precision
If the system generates detailed fact pattern responses and corrections, then the accuracy of discrepancy resolution is improved, but the length and detail of automated responses increases
Solution Approach 1:
The system applies partial action by generating responses that contain only the necessary level of detail required to resolve the specific discrepancy. The response generation device selectively includes fact patterns and corrections based on the type and severity of the perceived discrepancy, avoiding unnecessary verbosity while ensuring adequate accuracy.
Data Source
AI summary
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, by a Natural Language Processing (NLP) device, a perceived state and an expected state of a product or service based on the incoming communication; determining by a discrepancy determination device, a discrepancy between the perceived and expected state of the product or service; verifying, by a rule-based platform, the discrepancy; generating a response based on the discrepancy, the response comprising one or more of: a fact pattern response related to the perceived discrepancy and a confirmation or correction of a verified discrepancy; and outputting, for presentation to the customer, the response.