System and method for managing and transitioning automated chat conversations

A system for managing chat automation, the system comprising:

• a processor;
• and
• a memory coupled to the processor, wherein the memory stores instructions that, when executed by the processor, cause the processor to:
• receive a request for interaction from an end user operating an end user device;
• receive information from the end user device regarding the interaction;
• select a first automated chat profile, based on the information regarding the interaction, for use by an automated chat resource to engage in an automated chat communication session;
• route the request to the automated chat resource associated with the first automated chat profile;
• monitor the automated chat communication session between the end user device and the automated chat resource;
• detect a trigger event during the monitoring of the automated chat communication session;
• and
• transition the automated chat communication session to a contact center resource other than the automated chat resource in response to the detected trigger event.