Automated Agent for a Web Communication Feature

A computing system comprising:

• a processor;
• and
• a memory comprising machine readable instructions that when executed by the processor, cause the system to:
• establish a communication session between a user web application and an automated agent server, the user web application interacting with content on a website, the content being associated with an entity;
• forward a first message from the user web application to the automated agent server;
• forward a response to the first message from the automated agent server to the user web application;
• forward a second message from the user web application to the automated agent server;
• receive an indication that the user web application should be connected to a live agent;
• in response to the indication, connect the user web application to a terminal associated with the entity;
• and
• forward contextual information to the terminal, the contextual information including the first message and the response to the first message.

A computer program product comprising non-transitory machine readable instructions that are executable by a computing system, the computer program product comprising:

• code to receive a request from a user web application to communicate with an entity;
• code to establish a communication session between the user web application and an automated agent;
• code to capture contextual information associated with the communication session, the contextual information including information provided by the user web application;
• code to determine that a user of the user web application should be connected with a live agent;
• code to connect the user web application with a terminal of an agent associated with the entity;
• and
• code to provide the agent associated with the entity with the contextual information.