Methods and apparatus for performing machine learning to improve capabilities of an artificial intelligence (AI) entity used for online communications

A system for providing query responses to a user via online chat, the system comprising an artificial intelligence (AI) entity, and the system comprising:

• a system memory element configured to store a database of query answers and a plurality of candidate user input queries;
• a communication device, configured to establish communication connections using a computer network;
• and
• at least one processor communicatively coupled to the system memory element and the communication device, the at least one processor configured to:
• establish a first communication connection, via the communication device, for online chat between a user interface and the AI entity;
• receive a user input query transmitted via the first communication connection and from the user interface;
• perform a lookup in the database of query answers, to locate at least one of the plurality of candidate user input queries within a confidence threshold and determine that the at least one processor is unable to locate a query answer corresponding to the user input query when the plurality of candidate user input queries are not within the confidence threshold;
• when the database does not include a query answer corresponding to the user input query, establish a second communication connection for online chat between the user interface and a live agent interface, wherein the live agent interface transmits responses that are dynamically provided by a human operator;
• evaluate a chat between the user interface and the live agent interface, the chat transmitted via the second communication connection;
• identify an answer to the user input query, based on evaluating the chat;
• and
• store the answer to be provided by the AI entity during future chat instances of receiving the user input query.

A non-transitory, computer-readable medium containing instructions thereon, which, when executed by a processor, are capable of performing a method comprising:

• when the processor is unable to locate a query answer corresponding to a user input query submitted to an artificial intelligence (AI) entity via a user interface of an instant messaging platform when a plurality of candidate user input queries in a database of query answers are not within the confidence threshold,
• establishing a second communication connection for online chat between the user interface and a live agent interface, wherein the live agent interface transmits responses that are dynamically provided by a human operator;
• evaluating a chat between the user interface and the live agent interface, the chat transmitted via the second communication connection;
• identifying an answer to the user input query, based on evaluating the chat;
• and
• storing the answer to be provided by the AI entity during future chat instances of receiving the user input query.