Preventing frustration in online chat communication

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United States of America Patent

PATENT NO 9330088
SERIAL NO

13868137

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Abstract

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Monitoring an internet chat in which a text transcript is generated by at least two chat participants, by: (i) performing a simple check on the text transcript for existence of a potential frustration precondition; and (ii) on condition that a frustration precondition is found, performing text analytics type analysis on the text transcript to determine whether potential frustration is evidenced by the text transcript. If it is determined that potential frustration is evidenced by the chat transcript then responsive action is taken to prevent and/or stem the frustration.

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Patent Owner(s)

  • INTERNATIONAL BUSINESS MACHINES CORPORATION

International Classification(s)

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Inventor(s)

Inventor Name Address # of filed Patents Total Citations
Fitterer, Annemarie R Austin, US 20 118
Gorthi, Ramakrishna J Pune, US 17 94
Joshi, Chandrajit G Pune, US 20 122
Shah, Romil J Pune, US 22 132

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