Automated chatbot transfer to live agent

At least one non-transitory machine-readable medium including instructions for routing a digital communication, which when executed by processing circuitry cause the processing circuitry to perform operations to:

• receive, from a network-based service on a chat page of the network-based service, a chat message entered into the chat page of the network-based service, the chat message posted by a user as part of a chat conversation, the chat message received, by a chat router, through a callback web address of the chat router provided to the network-based service;
• send, by the chat router, the chat message to a live agent service and to an automated chat service;
• receive at the chat router a first reply from the live agent service and a second reply from the automated chat service;
• score the first reply from the live agent service and the second reply from the automated chat service through a first machine-learning model implemented by the chat router;
• rank the first reply and the second reply based on the scoring;
• and
• post the second reply from the automated chat service to the chat page based on the ranking indicating that the second reply has a higher score than the first reply, wherein the second reply is posted to the chat page without action by the live agent service.