| 摘要 |
The invention relates to a control module for a computer chat system which includes one or more customer chat clients; one or more agent chat clients; and a chat server arranged to establish an on-line conference between at least one customer chat client and at least on agent chat client, by which conference said chat clients may exchange messages for rendering to respective client users. The control module is arranged so messages received from customers are classified to determine the nature of the message and are then allocated to an agent who has the skill or capability to deal with at least part of the message. Further queries made by the customer in the same chat session also undergo classification and may be allocated to a different agent. In the preferred arrangement, a change from one agent to another is seamless from the point of view of the customer.
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