Patent ID: 8416941

Claim:
A system for processing user inquiries, the system comprising: (a) a global knowledge database including a plurality of responses corresponding to a plurality of user inquiries; (b) a first response system in communication with the global knowledge database, the first response system configured to provide a first response to a first user inquiry using a response included in the global knowledge database, the first response system being of a first type of response system; (c) a second response system in communication with the global knowledge database, the second response system configured to provide a second response to a second user inquiry using a response included in the global knowledge database, the second response system being of a second type of response system; (d) an analysis database configured to store indications of responses provided by the first response system and the second response system; and (e) a report generator configured to generate a report using the stored indications of the responses provided by the first response system and the second response system, wherein the report generator is configured to generate the report by performing a set of tasks comprising generating an overlaid contact graph.