System, method, and computer program product for detecting redundancies in information provided by customers in a customer service system

A system for detecting the repetition of specific types of information in a customer service session that spans multiple channels in a customer service system, the system comprising:

• a first customer service subsystem for providing a customer service session via the first channel and for creating a record of information provided by a customer via the first channel during such customer service session;
• a second customer service subsystem for providing a customer service session via the second channel and for creating a record of information provided by a customer via the second channel during such customer service session;
• a session aggregator, operatively couple to both the first customer service subsystem and the second customer service subsystem, for aggregating records for customer service sessions spanning the first channel and the second channels;
• one or more parsers for receiving aggregated records from the session aggregator and, for each customer service session spanning the first channel and second channel, parsing the records for such customer service session for specific types of information provided by a customer during such customer service session;
• and
• an analyzer for receiving the output from the parser(s) and identify any of the specific types of information that were provided by a customer in both the first and second channels during a single customer service session, wherein, in response to identifying one or more specific types of information that were provided in both the first and second channels, the analyzer applies one or more rules to determine whether providing such information in both channels was redundant.

A non-transitory tangible computer-readable medium comprising computer program code, that, when executed by a computer system, enables the computer system to perform the following method:

• 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 in both the first channel and the second channel during the customer service session;
• 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.