SYSTEMS AND METHODS FOR LIFECYCLE MANAGEMENT OF LIMITED DURATION KNOWLEDGE IN AUTOMATED INTERACTION SYSTEMS
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United States of America Patent
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app pub date -
Oct 4, 2016
filing date -
Jul 18, 2016
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Abstract
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.
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