Easypay accidental duplicate conversations report

Period: September 1, 2025 - November 30, 2025 Source: Archived accidental duplicate conversations analysis from the app scripts folder.

Between September and November 2025, a subset of Easypay customer conversations were identified as accidental duplicates, where the same customer created multiple tickets within minutes of each other.

Across the period, there were 10,985 total conversations, of which 275 were classified as accidental duplicates, representing 2.5% of all conversations. These duplicates were typically created shortly after the initial submission and often related to the same unresolved customer intent.

Accidental duplicates overview

During the period:

• 275 accidental duplicate conversations were recorded
• 2.35% of all conversations had at least one accidental duplicate
• The average time gap between the original ticket and its duplicate was 0.46 minutes

Most accidental duplicates consisted of two conversations, with a smaller proportion involving three or more tickets created in quick succession.

Monthly breakdown

Accidental duplicate volumes remained stable over the three-month period:

Operational impact

Although most accidental duplicates are resolved quickly, they introduce avoidable operational load:

• Estimated additional handling time: 534 hours over the period
• Equivalent to approximately 67 agent days

These conversations typically require agents to identify the duplication, review prior context, and close or merge tickets accordingly.