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.