Preventing frustration in online chat communication

A computer program product comprising software stored on a non-transitory computer-readable storage medium, the software comprising:

• first program instructions programmed to identify in a text transcript of a synchronous computer-mediated communication by at least two chat participants including a first chat participant and a second chat participant a text-based signal listed on a list of text-based signals in a table;
• second program instructions programmed to perform a first text analytics analysis on the text transcript to determine whether potential frustration is evidenced by the text transcript, the first text analytics analysis using a context hint provided in the table, the context hint corresponding in the table to the text-based signal;
• and
• third program instructions programmed to, responsive to potential frustration being evidenced by the text transcript, take a responsive action based at least in part upon a potential cause of the potential frustration determined by performing a second text analytics analysis on the text transcript;
• wherein:
• the context hint is a contextual clue that, if found within the text transcript, supports a determination of whether the text-based signal indicates potential frustration as evidenced by the text transcript;
• the table includes a user-specific portion that is customizable by the first chat participant to include participant-specific text-based signals corresponding to the second chat participant;
• and
• the user-specific portion being customizable to indicate a participant-specific potential frustration precondition corresponding to the second chat participant during a chat session between the first chat participant and the second chat participant.

A computer system comprising:

• a processor set;
• and
• a non-transitory computer readable storage medium;
• wherein:
• the processor set is structured, located, connected, and/or programmed to run program instructions stored on the non-transitory computer readable storage medium;
• and
• the program instructions include:
• first program instructions programmed to identify in a text transcript of a synchronous computer-mediated communication by at least two chat participants including a first chat participant and a second chat participant a text-based signal listed on a list of text-based signals in a table;
• second program instructions programmed to perform a first text analytics analysis on the text transcript to determine whether potential frustration is evidenced by the text transcript, the first text analytics analysis using a context hint provided in the table, the context hint corresponding in the table to the text-based signal;
• and
• third program instructions programmed to, responsive to potential frustration being evidenced by the text transcript, take a responsive action based at least in part upon a potential cause of the potential frustration determined by performing a second text analytics analysis on the text transcript;
• wherein:
• the context hint is a contextual clue that, if found within the text transcript, supports a determination of whether the text-based signal indicates potential frustration as evidenced by the text transcript;
• the table includes a user-specific portion that is customizable by the first chat participant to include participant-specific text-based signals corresponding to the second chat participant;
• and
• the user-specific portion being customizable to indicate a participant-specific potential frustration precondition corresponding to the second chat participant during a chat session between the first chat participant and the second chat participant.