Patent ID: 8824663

Claim:
An automated method for detecting the repetition of specific types of information in a customer service session that spans multiple channels within the customer-service system, the method comprising: creating a record of information provided by a customer during a customer service session via a first channel within the customer service system; creating a record of information provided by the customer during the customer service session via a second channel within the customer service system; 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 during the customer service session 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 during the customer service session, applying one or more rules to determine whether providing such information in both channels was redundant.