Abstract: The present invention is directed to a software-based system for providing instantaneous and productive feedback to an associate (an agent, a customer service specialist, a teller, a virtual assistant, an online banking chat person, or the like) on a recent chat conversation with a customer (e.g., an account holder, an investor, a potential customer, or the like). A user (e.g., a supervisor, an administrator, a customer service manager, or the like) utilizes the system of the present invention to analyze a chat conversation transcript between the associate and the customer. Analysis of the chat conversation transcript includes a variety of processing features such as detecting of dead air or delays in the chat conversation, spell checking, detecting non-listed or unapproved phrases used by the associate in the chat conversation, and instantaneous documenting of feedback based on the analysis of the chat conversation transcript.

Abstract: The present invention includes a software-based tool for tracking associate response time in regards to responding to customer inquiries via a chat conversation. The response time tracking tool is configured to alert the associate of how much time has elapsed since receiving a customer response (e.g., an inquiry, a question, a chat message, or the like). The response time tracking tool includes both clock and timer functions and is configured to not only buzz at predetermined intervals, but also change colors at predetermined intervals. Buzzing and changing the color of the response time tracking tool not only helps the associate maintain an appropriate response time to customer responses when assisting multiple customers simultaneously, but also helps eliminate dead air and delays while interacting with the customer. Therefore, the response time tracking tool is particularly useful for enabling the associate to deliver an excellent customer service experience.