Systems and methods for understanding and solving customer problems by extracting and reasoning about customer narratives

摘要

Consistent with the disclosed embodiments, systems and methods are provided herein for autonomously responding to customer problems. In one example implementation, a system performing a method is provided. The system may receive a customer utterance associated with a customer and define, based on the customer utterance, a first customer narrative comprising a first customer goal. The system may also determine whether the first customer narrative is sufficient to identify a first customer problem corresponding to at least a first problem of a plurality of problems. Responsive to determining that the first customer narrative is sufficient, the system may identify a first response corresponding with the first problem. The system may also customize the first response for the customer based on at least the first customer narrative, and execute the customized response.