Patent ID: 8379833
Filing Date: 2013-02-19
Classification: H04M

Abstract:
1. An automated method for detecting the repetition of specific types of information in a customer service session that is transferred from a first channel within a customer service system to a second channel within the customer-service system, the method comprising: creating a record of the information provided by the customer during a customer service session via a first channel within the customer service system; transferring the customer service session to a second channel within the customer service system; creating a record of the information provided by the customer during the customer service session via the second channel; parsing the record associated with the first channel for specific types of information provided by the customer during the customer service session; parsing the record associated with the second channel for specific types of information provided by the customer during the customer service session; identifying any of the specific types of information that were provided by the customer in both the first channel and the second channel; and in response to identifying one or more specific types of information that were provided in both the first and second channel, applying one or more rules to determine whether providing such information in both channels was redundant.