System and method of directed flow interactive chat

A system comprising:

• a computer and a processor;
• and
• a memory storing an application that executed by the processor causes the processor to:
• instantiate a session between the computer a customer device;
• conduct, during the session, chatbot functionality which comprises providing auditory and textual exchanges via a conversation between the customer device and the computer via auditory and textual simulation;
• identify a response sought from a user of the customer device;
• generate a vocal prompt which seeks to induce the response sought from the user and play the vocal prompt via the conversation, wherein, when played, the vocal prompt comprises a description of a set of exemplary selections and a request for a response similar to the set of exemplary selections;
• receive a voice response from the customer device;
• match the voice response to a corresponding selection from the set of exemplary selections, wherein the selection comprises an inquiry;
• and
• decide whether to route a flow of data from the customer device to a human-controlled chatbot or to an automated artificial intelligence (AI) chatbot during the session based on the selection and route the inquiry based on the deciding.

A non-transitory computer readable storage medium configured to store one or more instructions that when executed by a processor cause the processor to perform:

• instantiating a session between a computer and a customer device;
• conducting, during the session, chatbot functionality which comprises providing auditory and textual exchanges via a conversation between the customer device and the computer via auditory and textual simulation;
• identifying a response sought from a user of the customer device;
• generating a vocal prompt which seeks to induce the response sought from the user and playing the vocal prompt via the conversation, wherein, when played, the vocal prompt comprises a description of a set of exemplary selections and a request for a response similar to the list of exemplary selections;
• receiving a voice response from the customer device;
• matching the voice response to a corresponding selection from the set of exemplary selections, wherein the selection comprises an inquiry;
• and
• deciding whether to route a flow of data from the customer device to a human-controlled chatbot or to an automated artificial intelligence (AI) chatbot during the session based on the deciding.