Artificial intelligence-based query and response systems and methods

An AI computer-based method for responding in real-time to an inbound message, the AI computer-based method comprising:

• causing to display, within a graphical user interface of a representative computing device, i) a proposed response message responsive to a query message derived from a current inbound message submitted by a user, the proposed response message being generated by an AI response model, ii) a link to one or more relevant documents retrieved from a corresponding subject-category database, and iii) a feedback input enabling a representative to assign a response indicator to the proposed response message;
• receiving, from the representative computing device, the response indicator for the proposed response message assigned by the representative via the feedback input;
• in response to receiving the response indicator, identifying, using the AI response model, an expert computing device associated with a subject matter expert, wherein the subject matter expert is associated with a subject-category of the query message;
• receiving, from the expert computing device, an updated response indicator to the proposed response message, the updated response indicator assigned by the subject matter expert;
• creating a historical record including the proposed response message and the response updated indicator;
• generating a training dataset including a plurality of historical records;
• using machine learning and/or artificial intelligence tools, re-training the AI response model using the training dataset;
• and
• in response to a request for a revised response message, causing to display, within the graphical user interface of the representative computing device, in real-time, the revised response message responsive to the current inbound message using the re-trained AI response model.

At least one non-transitory computer-readable storage media medium having computer-executable instructions embodied thereon for responding in real-time to an inbound message, wherein when executed by a processor, the computer-executable instructions cause the processor to:

• cause to display, within a graphical user interface of a representative computing device, i) a proposed response message responsive to a query message derived from a current inbound message submitted by a user, the proposed response message being generated by an AI response model, ii) a link to one or more relevant documents retrieved from a corresponding subject-category database, and iii) a feedback input enabling a representative to assign a response indicator to the proposed response message;
• receive, from the representative computing device, the response indicator for the proposed response message assigned by the representative via the feedback input;
• in response to receiving the response indicator, identify, using the AI response model, an expert computing device associated with a subject matter expert, wherein the subject matter expert is associated with a subject-category of the query message;
• receive, from the expert computing device, an updated response indicator to the proposed response message, the updated response indicator assigned by the subject matter expert;
• create a historical record including the proposed response message and the updated response indicator;
• generate a training dataset including a plurality of historical records;
• using machine learning and/or artificial intelligence tools, re-train the AI response model using the training dataset;
• and
• in response to a request for a revised response message, cause to display, within the graphical user interface of the representative computing device, in real-time, the revised response message responsive to the current inbound message using the re-trained AI response model.