Patent Document ID: 9350863
Application ID: 14698709

Base Claim:
1. A computer implemented method for improving a customer experience, comprising: receiving information stored in a knowledge base, said information generated by applying a model based on chat-related information and chat leakage information, said model generated by analyzing said chat leakage information to obtain said chat-related information from at least one chat session between a customer and an agent to determine factors that have contributed to said chat leakage and by identifying customer leakage information from said chat session to another channel, said analyzing including applying specific filters for text chat categorization; and using said information to train agents and make recommendations to agents and managers for presentation to a customer to improve the customer's experience and accordingly prevent or reduce chat leakage.

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Claim 3:
3. The method of claim 1 , further comprising: said chat agent performing any of providing solutions to customer issues and redirecting said chat to other channels to resolve said customer issues.