Classified on-line chat
First Claim
1. A control module for use in a computer chat system which includes one or more first chat clients;
- one or more second chat clients; and
a chat server arranged to establish an on-line conference between a first chat client and at least one second chat client, by which conference said chat clients may exchange messages for rendering to respective client users, the control module being arranged to participate in said conference in order to receive messages from said chat clients, wherein upon receipt of a message from a first chat client, the control module is arranged to cause said received message to be analysed in order to determine the nature of the message, and is further arranged to cause a second chat client to be selected depending on said determined nature and to cause said message to be rendered by said selected second chat client.
1 Assignment
0 Petitions
Accused Products
Abstract
The invention relates to a control module for a computer chat system which includes one or more customer chat clients; one or more agent chat clients; and a chat server arranged to establish an on-line conference between at least one customer chat client and at least on agent chat client, by which conference said chat clients may exchange messages for rendering to respective client users. The control module is arranged so messages received from customers are classified to determine the nature of the message and are then allocated to an agent who has the skill or capability to deal with at least part of the message. Further queries made by the customer in the same chat session also undergo classification and may be allocated to a different agent. In the preferred arrangement, a change from one agent to another is seamless from the point of view of the customer.
-
Citations
21 Claims
-
1. A control module for use in a computer chat system which includes one or more first chat clients;
- one or more second chat clients; and
a chat server arranged to establish an on-line conference between a first chat client and at least one second chat client, by which conference said chat clients may exchange messages for rendering to respective client users, the control module being arranged to participate in said conference in order to receive messages from said chat clients, wherein upon receipt of a message from a first chat client, the control module is arranged to cause said received message to be analysed in order to determine the nature of the message, and is further arranged to cause a second chat client to be selected depending on said determined nature and to cause said message to be rendered by said selected second chat client. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15, 16, 17, 19, 20)
- one or more second chat clients; and
-
18. In a computer chat system including one or more first chat clients;
- one or more second chat clients; and
a chat server arranged to establish an on-line conference between a first chat client and at least one second chat client, by which conference said chat clients may exchange messages for rendering to respective client users, a method of on-line network communications comprising;
receiving a message from a first chat client, causing said received message to be analysed in order to determine the nature of the message;
causing a second chat client to be selected depending on said determined nature; and
causing said message to be rendered by said selected second chat client. - View Dependent Claims (21)
- one or more second chat clients; and
Specification