Preventing frustration in online chat communication

摘要

Monitoring an internet chat in which a text transcript is generated by at least two chat participants, by: (i) performing a simple check on the text transcript for existence of a potential frustration precondition; and (ii) on condition that a frustration precondition is found, performing text analytics type analysis on the text transcript to determine whether potential frustration is evidenced by the text transcript. If it is determined that potential frustration is evidenced by the chat transcript then responsive action is taken to prevent and/or stem the frustration.

主权项

1. A computer program product, for monitoring a synchronous computer-mediated communication in which a text transcript is generated by at least two chat participants including a first chat participant and a second chat participant, the product comprising software stored on a non-transitory software storage device, the software comprising:
first program instructions programmed to set up and maintain a synchronous computer-mediated communication system between a plurality of chat participants; second program instructions programmed to check for potential frustration including checking the text transcript for use of a text-based signal in a list of text-based signals; and third program instructions programmed to take a responsive action based at least in part upon a potential cause of the potential frustration determined by performing a text analytics analysis on the text transcript; wherein: the responsive action is designed to alleviate frustration of the second chat participant; the list of text-based signals is recorded in a user-specific dictionary being customizable by the first chat participant to include participant-specific text-based signals corresponding to the second chat participant; and the user-specific dictionary being customizable to indicate a participant-specific potential frustration precondition corresponding to the second chat participant during a chat session between the first chat participant and the second chat participant.