1. A computer implemented method for analyzing chat leakage, comprising: providing a processor configured for obtaining chat-related information from at least one chat session between a customer and an agent; said processor configured for identifying customer leakage information from said chat to another channel; said processor configured for building a model based on said chat-related information and said leakage information; said processor configured for applying said model to provide recommendations to said agent for said customer to improve the customer's experience and accordingly prevent or reduce leakage; said applying said model further comprising: when chat leakage is identified, analyzing said chat to determine factors that have contributed to said leakage; storing data pertaining to said leakage and said analysis results in a knowledge base; and using information and analysis thereof stored in said knowledge base to train agents and to make recommendations to agents and managers to improve the customer experience.
5. The method of claim 1 , wherein the customer's journey comprises any of: identity of chat agents, either a voice or a text chat agent, who interacted with the customer before the customer visited a specific chat agent; a path taken by the customer to reach a chat agent; the customer's Web-log journey; and other customer information.