Patent ID: 8838532

Claim:
A method for resolving an issue raised by a user, comprising: establishing a contact session over a communication channel for servicing the issue; searching the Internet for content related to providing a resolution for the issue using a customized query, when a search of a database does not return results; restructuring content obtained from an Internet source as a result of searching the Internet using the customized query to prepare the resolution for the issue; and updating the Internet source from which the content was obtained with the resolution, wherein the user accesses common communication content of the contact session via a first communication channel that is distinct from a second communication channel used by a second user to access the common communication content of the contact session, the second user being joined to the contact session when the second user provides a case number assigned to the contact session of the user, and wherein the common communication content from a plurality of file types provided by one of the user and the second user during the contact session is translated by a multi-lingual translator according to a language specified by one of the user and the second user and provided to the other of the user and the second user by a communications channel other than that which the other of the user and the second user have accessed the contact session.