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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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First Claim