Offtrack virtual agent interaction session detection

A non-transitory machine-readable medium including instructions that, when executed by processing circuitry of a virtual agent device, configure the processing circuitry to perform operations comprising:

• receiving, by a virtual agent interface device of the virtual agent device, a prompt, expected responses to the prompt, and a response of an interaction session regarding a problem to be solved by a user;
• determining whether the response indicates the interaction session is in an offtrack state based on the prompt, expected responses, and response;
• in response to determining that the interaction session is in the offtrack state, determine a taxonomy of the offtrack state;
• and
• providing, based on the determined taxonomy, a next prompt to the interaction session.

A method performed by processing circuitry in hosting an interaction session through a virtual agent interface device, the method comprising:

• receiving a prompt, expected responses to the prompt, and a response of the interaction session, the interaction session to solve a problem of a user;
• determining whether the response indicates the interaction session is in an offtrack state based on the prompt, expected responses, and response;
• in response to a determination that the interaction session is in the offtrack state, determining a taxonomy of the offtrack state;
• and
• providing, based on the determined taxonomy, a next prompt to the interaction session.