Patent Document ID: 9055148
Application ID: 14149768

Base Claim:
1. A computer implemented method for analyzing chat leakage, comprising: providing a processor configured for obtaining chat-related information from at least one chat session between a customer and an agent; said processor configured for identifying customer leakage information from said chat to another channel; said processor configured for building a model based on said chat-related information and said leakage information; said processor configured for applying said model to provide recommendations to said agent for said customer to improve the customer's experience and accordingly prevent or reduce leakage; said applying said model further comprising: when chat leakage is identified, analyzing said chat to determine factors that have contributed to said leakage; storing data pertaining to said leakage and said analysis results in a knowledge base; and using information and analysis thereof stored in said knowledge base to train agents and to make recommendations to agents and managers to improve the customer experience.

---

Claim 2:
2. The method of claim 1 , further comprising: classifying chats that are identified as having leakage into leakage-to-voice or leakage-to-text chats.