SYSTEMS AND METHODS FOR LIFECYCLE MANAGEMENT OF LIMITED DURATION KNOWLEDGE IN AUTOMATED INTERACTION SYSTEMS
Information utilized in a contact center may be temporary. Facts may be directly verified (primary factor); however, contact centers may not have the resources to perform primary factor determinations. Validation factors may be utilized, such as by providing a customer of a contact center with a response and determining, based on feedback, whether the information is still proving to be valid. Over time, information may become more and more suspect, even if factually correct. Providing the information, such as in a text message to a customer or agent, who in turn is interacting with a customer, and an indication of the aging of the validity of the information, may provide an appropriate level of confidence in a reply to a customer and facilitate more accurate information dissemination.
1 . A system, comprising:
a data storage;
a processor; and
a network interface to facilitate communications between an agent of a contact center and a customer device associated with a customer;
the processor:
receives, via the network interface, a communication from the customer device associated, wherein the communication comprises text;
upon determining the text comprises an inquiry, and further determining the inquiry comprises a topic, determining the topic is within a knowledgebase maintained by the data storage;
accessing, from the data storage, a validity associated with a response to the topic, wherein the validity is determined, at least in part, by a validation factor;
generating a reply, incorporating the response to the topic and an indicia of the validity; and
sending, via the network interface, the reply.
2 . The system of claim 1 , wherein the validity is determined solely by the validation factor.
3 . The system of claim 1 , wherein the processor, upon determining the validity is below a previously determined threshold, performs the step of generating the reply comprising generating an alternative response, devoid of the response to the topic.
4 . The system of claim 1 , wherein the processor performs sending the reply comprising, sending the reply to the agent and prompting the agent to provide an agent response incorporating the reply and cause the agent response to be sent to the customer device.
5 . The system of claim 4 , wherein, the processor causes the validity associated with the response topic to be updated, in the data storage, in accord with the agent response.
6 . The system of claim 4 , wherein, the processor causes a rate of decay associated with the validity associated with the response topic to be updated, in the data storage, in accord with the agent response.
7 . The system of claim 1 , wherein the validation factor comprises a feedback from a prior customer receiving a prior reply generated from the response.
8 . The system of claim 1 , wherein the validation factor comprises a feedback from a prior agent receiving a prior reply generated from the response.
9 . The system of claim 1 , wherein the validation factor comprises the passage of time since the validity was determined.
10 . The system of claim 9 , wherein the validation factor further comprises the passage of time since the validity was determined and a rate of decay was associated with the validity.
11 . The system of claim 1 , wherein the validation factor comprises an event associated with the topic that occurred after the validity was determined.
12 . A method, comprising:
receiving, by a processor, via a network interface configured to facilitate communications between an agent of a contact center and a customer device associated with a customer, a communication from the customer device associated and wherein the communication comprises text;
upon determining, by the processor, the text comprises an inquiry, and further determining the inquiry comprises a topic, determining the topic is within a knowledgebase maintained by a data storage;
accessing, by the processor from the data storage, a validity associated with a response to the topic, wherein the validity is determined, at least in part, by a validation factor;
generating, by the processor, a reply incorporating the response to the topic and an indicia of the validity; and
sending, via the network interface, the reply.
13 . The method of claim 12 , wherein determining validity, at least in part, by the validation factor further comprises determining validity solely by the validation factor.
14 . The method of claim 12 , wherein sending the reply, further comprises:
sending, by the processor via the network interface, the reply to an agent; and
causing, by the processor, the agent to be prompted to provide an agent response incorporating the reply and cause the agent response to be sent to the customer device.
15 . The method of claim 14 , further comprising, causing, by the processor, the validity associated with the response topic to be updated, in the data storage, in accord with the agent response.
16 . The method of claim 15 , further comprising, causing, by the processor, the validity associated with the response topic to be updated, in the data storage, in accord with the agent response and a rate of decay associated with the validity.
17 . The method of claim 15 , further comprising, incorporating an accessed feedback from a prior customer receiving a prior reply generated from the response as the validation factor.
18 . The method of claim 1 , wherein the validation factor comprises the passage of time since the validity was determined.
19 . The method of claim 18 , wherein the validation factor further comprises the passage of time since the validity was determined and a rate of decay associated with the validity.
20 . A system, comprising:
means for receiving, by a processor, via a network interface configured to facilitate communications between an agent of a contact center and a customer device associated with a customer, a communication from the customer device associated and wherein the communication comprises text;
means for upon determining, by the processor, the text comprises an inquiry, and further determining the inquiry comprises a topic, determining the topic is within a knowledgebase maintained by a data storage;
means for accessing, by the processor from the data storage, a validity associated with a response to the topic, wherein the validity is determined, at least in part, by a validation factor;
means for generating, by the processor, a reply incorporating the response to the topic and an indicia of the validity; and
means for sending, via the network interface, the reply.