Intelligent assistant

A computer implemented system for assisting an agent in providing feedback to a customer during a chat session, the computer-implemented system comprising a computing device having a memory for storing instructions, wherein the instructions, when executed, configure the computer-implemented system to provide:

• a conversation history database configured to store a plurality of historical automated responses;
• a virtual assistant module configured to:
• receive live feedback formulated by the agent to be displayed to the customer in response to an inquiry from the customer during the chat session;
• determine if at least one automated response is needed by comparing and matching the live feedback with at least one predefined trigger pattern;
• and
• identify one or more trigger phrases in the live feedback if automated response is needed;
• and
• a support module configured to determine from the conversation history database, based on the one or more trigger phrases, at least one automated response from the plurality of historical automated responses,
• wherein the virtual assistant module is further configured to:
• determine a combined response comprising the at least one automated response and the live feedback formulated by the agent, and display the combined response to the customer during the chat session.