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DYNAMICALLY MODIFYING PARTICIPANTS IN AN ONLINE CHAT SESSION

  • US 20130332537A1
  • Filed: 06/06/2012
  • Published: 12/12/2013
  • Est. Priority Date: 06/06/2012
  • Status: Abandoned Application
First Claim
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1. A method for managing an online chat session, the method comprising the steps of:

  • a computer examining an instant message received from a customer participating in the online chat session;

    the computer determining that the examined instant message indicates a characteristic of a problem being experienced by the customer;

    the computer determining, based on the characteristic of the problem, one or more chat participants to include in the online chat session to address the problem; and

    the computer modifying a set of chat participants participating in the online chat session;

    wherein the modifying comprises including the determined one or more chat participants in the set of chat participants.

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