Patent Document ID: 9621725
Application ID: 15135393

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 conducted over a computer network via a chat communications channel between a customer and an agent; said processor configured for identifying customer leakage information from said chat session to another communications channel; said processor configured for building a model based on said chat-related information and said leakage information; said processor building said model by: using a chat text to build an anchor; identifying one or more filters by extracting channel names referred to in the chat text that is used to build said anchor by using a window of words around the anchor to identify a type of channel; and once the anchors and filters are identified, using a priority matrix to identify an exact channel, wherein said processor is configured for applying said model to identifying a communications channel to which leakage occurs; and said processor configured for summarizing and passing contextual information of said chat session from said chat communications channel to said another communications channel to avoid repeating collection of said information and to allow said agents to communicate intuitively with said customers to improve the customer experience.

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Claim 24:
24. The method of claim 1 , further comprising: detecting leakage and extracting substantially all contextual and other relevant information from a chat interaction when there is a customer dropout during a chat and the agent cannot solve the customer problem; and summarizing said relevant information and passing said summarized information to a voice referral.