Patent ID: 8478826

Claim:
A method implemented by a processor, the method comprising: a. monitoring a text communication to identify an issue, wherein the text communication is generated by a user; b. determining a score of the text communication by the processor; c. determining a range for the score of the text communication; d. determining a score of a response to the text communication; and e. determining if the score of the response to the text communication is outside the range for the score of the text communication by the processor; wherein in the response to the text communication is a previous response, a template, or an agent-generated response that has a score that is outside the range for the score of the text communication and further comprising: rejecting the response to the text communication and identifying one or more words in the response to the text communication that can be changed in order to get the score of the response to the text communication to be within the range for the score of the text communication; and wherein identifying the one or more words in the response to the text communication is accomplished while an agent is typing the response to the text communication.