System and method for providing interactive troubleshooting

A method comprising:

• receiving a service inquiry over a robotic chat session from a chat-enabled device, wherein the service inquiry is associated with a service provider network;
• collecting information from a user of the chat-enabled device regarding the service inquiry;
• retrieving a flow definition and an associated query corresponding to the service inquiry based upon the collected information;
• and
• generating a command, based on the query, for resolving the service inquiry.

A method comprising:

• establishing a robotic chat session with a chat-enabled device;
• receiving a service inquiry over the robotic chat session, wherein the service inquiry is associated with a service provider network;
• prompting a user of the chat-enabled device by posing one or more questions to the user regarding the service inquiry;
• determining whether one of a plurality of flow definitions corresponds to the service inquiry for resolving the service inquiry exists;
• creating a new flow definition if no corresponding flow definition exists;
• generating a query based on the new flow definition;
• executing the query to output a command;
• and
• transmitting the command to a component of the service provider network to resolve the service inquiry.