Patent Document ID: 9760562
Application ID: 15083337

Base Claim:
1. A computer system, for monitoring a synchronous computer-mediated communication in which a text transcript is generated by at least two chat participants including a first chat participant and a second chat participant, the computer system comprising: a processor set; and a software storage device; wherein: the processor set is structured, located, connected or programmed to run software stored on the software storage device; and the software comprises: first program instructions programmed to set up and maintain a synchronous computer-mediated communication system between a plurality of chat participants; second program instructions programmed to check for potential frustration including checking the text transcript for use of a text-based signal in a list of text-based signals; and third program instructions programmed to take a responsive action based at least in part upon a potential cause of the potential frustration determined by performing a text analytics analysis on the text transcript; wherein: the responsive action is designed to alleviate frustration of the second chat participant; the list of text-based signals is recorded in a user-specific dictionary being customizable by the first chat participant to include participant-specific text-based signals corresponding to the second chat participant; and the user-specific dictionary being customizable to indicate a participant-specific potential frustration precondition corresponding to the second chat participant during a chat session between the first chat participant and the second chat participant.

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Claim 3:
3. The computer system of claim 1 the software further comprising: fourth program instruction programmed to, on condition that a secondary keyword is found in the text transcript, determining that potential frustration is evidenced by the text transcript.