| 摘要 |
The present invention provides a system, method, and computer program product for automatically detecting any unnecessary repetition by customers of specific types of information in a multi-channel (e.g., self-service application, IVR system, live agent center) customer service session. For each channel used in the customer service session, the information provided by the customer in the channel is recorded in a log, transcription, or other record. The record(s) for the customer service session are subsequently parsed for specific types of information provided by the customer. From the parsed records, specific types of information provided by the customer in two or more channels during the customer service session are identified. In one embodiment, the results are analyzed to determine if providing such information in two or more channels is redundant, and, if so, this is counted as a redundancy.
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