Method and apparatus for summarizing previous threads in a communication-center chat session
First Claim
1. A system for aiding a host of a chat session in reviewing queries and responses in a continuing dialog string comprising;
- a parsing function for extracting keywords from queries and responses in the dialog; and
a display function for displaying the keywords extracted by the parsing function in a text interaction window associated with the dialog, providing thereby a condensed reminder for previous dialogue.
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Abstract
A system for extracting keywords from interactive text dialog and providing the extracted keywords as a dialog summary displayed in an interactive text window is provided. The system is, in preferred embodiments, used with interactive chat communication wherein a communication center connected to the Internet hosts the communication and the communication involves customers of the center and a hosting agent. The system parses all incoming queries for keywords and then provides the keywords as a summary of the dialog. In one embodiment keywords may also be taken from responses to queries and associated in display with the keywords taken from the queries. In another embodiment, the keywords are compared to a data repository containing product-related words such that upon finding matches, the matching keywords are displayed alongside, but separately from, the dialog keyword summary and represent product keywords. In still another aspect, customer profile keywords may be separately generated and displayed alongside, but separately from, the dialog keyword summary.
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Citations
11 Claims
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1. A system for aiding a host of a chat session in reviewing queries and responses in a continuing dialog string comprising;
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a parsing function for extracting keywords from queries and responses in the dialog; and
a display function for displaying the keywords extracted by the parsing function in a text interaction window associated with the dialog, providing thereby a condensed reminder for previous dialogue. - View Dependent Claims (2, 3, 4, 5, 6, 8, 9, 10, 11)
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7. A method for aiding a host of a chat session in reviewing queries and responses in a continuing dialog comprising the steps of;
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(a) parsing and extracting keywords from queries and responses in the dialog; and
(b) displaying the extracted keywords in an interactive text window associated with the text dialog as a condensed reminder for previous dialogue.
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Specification