Systems, media, and methods for automated response to queries made by interactive electronic chat

Non-transitory computer-readable storage media encoded with a computer program including instructions executable by a processor to create a social query response application comprising:

• a) a software module monitoring queries from users, each query submitted to a vendor via an interactive chat feature of an external electronic communication platform, monitoring human responses to the queries, and monitoring subsequent communications conducted via the electronic communication platform until each query is resolved;
• b) a software module applying a first machine learning algorithm to the monitored communications to identify one or more queries susceptible to response automation;
• and
• c) a software module applying a second machine learning algorithm to the queries susceptible to response automation to identify one or more responses likely to resolve the query.

A computer-implemented method of social query response comprising:

• a) monitoring, by a computer, queries from users, each query submitted to a vendor via an interactive chat feature of an external electronic communication platform,
• b) monitoring, by the computer, human responses to the queries,
• c) monitoring, by the computer, subsequent communications conducted via the electronic communication platform until each query is resolved;
• d) applying, by the computer, a first machine learning algorithm to the monitored communications to identify a query susceptible to response automation;
• e) applying, by the computer, a second machine learning algorithm to the query susceptible to response automation to identify one or more responses likely to resolve the query;
• and
• f) either i) notifying, by the computer, a human to respond to the query susceptible to response automation with the one or more responses likely to resolve the query, or ii) instantiating, by the computer, an autonomous software agent configured to respond to the query susceptible to response automation with the one or more responses likely to resolve the query.