SEGREGATION OF CHAT SESSIONS BASED ON USER QUERY

摘要

Embodiments of the invention relate to chat and, more particularly, to determining an that is to be action taken based on the type of chat session. The resolution of the chat is categorized to decide the necessary steps taken and also to monitor the agent's performance. A chat filter extracts relevant portions of a chat session. The relevant factors are taken into consideration and scored based on the feature vectors. A model is built and the type of resolution is determined. An analysis of the chat session is then performed taking into consideration several factors.

主权项

1. A computer implemented chat analysis method, comprising:
providing a processor configured for receiving user chat information comprising computer a chat session across a computer network from a computer chat system or a system for real time communication across said computer network; said processor determining a type of chat session based upon analysis of user interaction during said chat session; and said processor configured for determining an action to take in connection with said chat session based upon said type determination.