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SYSTEMS AND METHODS FOR AUTOMATED DISCREPANCY DETERMINATION, EXPLANATION, AND RESOLUTION

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, 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.