System and method for providing an identical response to a similar issue that is received from different customers, via inbound-interaction in a digital multi-channel contact center

A computerized-system for providing an identical response to a similar issue that is received from different customers, via inbound-interaction in a digital multi-channel contact center, said computerized-system comprising:

• one or more processors;
• a cases-queue;
• and
• a memory to store the cases-queue,
• for each inbound-interaction from a customer that is entering an interactions-queue and a contact center occupancy rate is above a first preconfigured threshold said one or more processors are configured to:
• (i) create a temporary-case for an issue raised in the inbound-interaction;
• (ii) operate a Similarity Detection Module (SDM) on the created temporary-case and one or more cases in a cases-queue to receive a similarity-score for the created temporary-case;
• (iii) when the received similarity-score is above a second preconfigured threshold, operate a category Qualifier Module (CQM) on the temporary-case to provide an indication as to qualification of a category of the issue raised;
• (iv) when the provided indication as to qualification of the category of the issue raised is qualified, merge the temporary-case with one or more cases in the cases-queue, wherein for the merged cases a data structure comprises a mergedMasterCaseId which is a case Id in which all similar temp cases will be mapped and caseData which is a combined temp case object, which are already merged, and retrieving a response of the one or more cases in the cases-queue;
• and
• (v) send the retrieved response to the customer and assign the temporary-case to an agent and send the retrieved response to the agent.