14. The method of claim 1 , wherein said chat text is any of text provided by said customer and by said agent.
14. The method of claim 1 , wherein said chat text is any of text provided by said customer and by said agent. 17. The method of claim 14 , further comprising: looking up a concordance words with the anchors; wherein said concordance comprises any of direction (left window/right window/around window) and the window size; and wherein based on the direction, positive hits are generated by the anchor building process.