Systems and methods of instant-messaging bot supporting human-machine symbiosis

A method for facilitating instant-messaging communications among a user, a chatbot, and human agents in a system of instant-messaging bot, the system of the instant-messaging bot comprising:

• a chatbot application including software for receiving, processing, analyzing and responding to human-generated messages in a human-like manner;
• an instant-messaging (IM) platform associated with an enterprise or organization connected to said chatbot application and separately connected to one or more public IM platforms via the Internet;
• and
• said enterprise IM platform including software for managing traffic of IM messages exchanged among said chatbot, one or more human agents connected to said enterprise IM platform, and any user connected to one of said public IM platforms;
• the method comprising:
• said enterprise IM platform automatically attaching visible identification (ID) labels to messages passing through it to identify the receiver and the sender of every message whenever necessary to avoid ambiguity, and hence allowing said chatbot and said human agents to share a single messaging channel over said public IM platform for communicating with said user;
• said enterprise IM platform receiving any incoming message from said user without a receiver ID, and directing it to an enterprise receiver according to the following rule:
• (1) sending the message to said chatbot or a said human agent who is the current participant of ongoing IM communication with said user;
• (2) sending the message to said chatbot or a said human agent who is designated as the default receiver if the message is to initiate a new IM communication;
• and
• said enterprise IM platform supporting multi-channel messaging for any said human agent to engage in an IM communication with said chatbot or another human agent in parallel with said human agent's ongoing IM communication with said user.