Managing customer relationship using multiple chat servers designed to interface with service applications

摘要

An interfacing unit provided according to an aspect of the present disclosure facilitates an user to be serviced based on multiple chat servers in a single chat session. In an embodiment, the interfacing unit receives a request on a chat session for a chat conversation from a user, identifies a first suitable chat server for generating responses for the chat conversation, and forwards a first sequence of inputs received from the end user to the first suitable chat server. The corresponding responses are forwarded back to the end user. The interfacing unit then forwards a received second sequence of inputs to a second chat server to generate a second sequence of messages corresponding to the second sequence of inputs. The interfacing unit forwards the second sequence of messages as respective responses to the second sequence of inputs.