(19)
(11)EP 1 202 489 A3

(12)EUROPEAN PATENT APPLICATION

(88)Date of publication A3:
19.05.2004 Bulletin 2004/21

(43)Date of publication A2:
02.05.2002 Bulletin 2002/18

(21)Application number: 01124430.8

(22)Date of filing:  11.10.2001
(51)International Patent Classification (IPC)7H04L 12/18
(84)Designated Contracting States:
AT BE CH CY DE DK ES FI FR GB GR IE IT LI LU MC NL PT SE TR
Designated Extension States:
AL LT LV MK RO SI

(30)Priority: 23.10.2000 GB 0025911

(71)Applicant: Amacis Limited
Belfast, Northern Ireland (GB)

(72)Inventor:
  • McErlean, Patrick
    Portglenone, County Antrim (GB)

(74)Representative: O'Connell, Maura, Dr. et al
F. R. Kelly & Co., 4 Mount Charles
Belfast, BT7 1NZ, Northern Ireland
Belfast, BT7 1NZ, Northern Ireland (GB)

  


(54)Classified on-line chat


(57) The invention relates to a control module for use in 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 one agent chat client, by which conference said chat clients may exchange messages for rendering to respective client users. The control module is arranged so that 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. The preferred arrangement is such that a change from one agent to another is seamless from the point of view of the customer.







Search report