Patent ID: 7668756

Claim:
A method of providing customer service comprising: establishing a real-time, on-line chat connection between at least one service device and at least one customer device, both devices being capable of entering and exchanging information across the chat connection; facilitating a chat between at least one customer service representative and at least one customer by exchanging information across the chat connection; selecting at least one pre-set arrangement of information for delivery from the customer service representative to the customer device; delivering the selected pre-set arrangement of information to the customer device so that the selected pre-set arrangement of information is presented to the customer device one character at a time as if being typed by the customer service representative in real time; and selecting a monitoring computer and connecting the monitoring computer to the chat, the monitoring computer being configured to receive and read the exchanged information, compare the exchanged information to at least one of a plurality of stored lists of information to identify at least one match, and analyze a context of the at least one match along with punctuation marks in the exchanged information.