System and method for providing chat-based crisis management services

摘要

An approach is provided for chat-based crisis management services. A crisis situation is recognized based on one or more events. Individuals needed for crisis management are identified and a bridge communication channel for a plurality of the identified individuals is facilitated. Data is shared among the identified individuals that participate in a chat session on the bridged communication channel. Dated exchanged among the participants is stored during the chat session. Access to the stored chat data is provided to the participants.

主权项

1. A method comprising:
recognizing a crisis situation exists based on occurrence of one or more events defined by a service provider relating to one or more services provided to one or more customers by the service provider; assigning a bridged communication channel number to the crisis situation; establishing a bridged communication channel based on the bridged communication channel number; identifying individuals for resolving the crisis situation based on tracked parameters stored in a crisis management repository; joining a plurality of the individuals to the bridged communication channel based on the bridged communication channel number as participants of a chat session; sharing data exchanged among the participants through the bridged communication channel based on the bridged communication channel number; and storing the data exchanged among the participants based on the bridged communication channel number during the chat session.