Systems and methods for automated discrepancy determination, explanation, and resolution

A system for determining and resolving a customer's perceived discrepancy during a customer service interaction, the system comprising:

• one or more processors;
• a call center server;
• a discrepancy determination device;
• a rule-based platform;
• a Natural Language Processing device;
• a machine learning module;
• and
• memory in communication with the one or more processors and storing instructions that, when executed by the one or more processors, cause the system to:
• receive, by the call center server, an incoming communication from a customer;
• extract, by the Natural Language Processing device in communication with the call center server and the discrepancy determination device, a perceived state and an expected state related to a product or service based on the incoming communication;
• acquire supporting evidence or contrary evidence for a perceived discrepancy;
• determine, by the discrepancy determination device, a discrepancy between the perceived state and the expected state;
• generate, by the machine learning module of the discrepancy determination device, a resolution response, the resolution response comprising an offer to resolve the discrepancy;
• and
• send the resolution response to the customer.