System and method for monitoring progress of 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 signal indicating a communication is being initiated by an end user operating an end user device;
• receive information from the end user device regarding the communication;
• select a first automated conversation path having a plurality of conversation stages based on the information regarding the communication;
• invoke a chat automation server to configure an automated chat resource for engaging in a chat communication session with the end user device, wherein the automated chat resource is configured to follow the first automated conversation path during the chat communication session;
• monitor confidence levels of automated chat responses during the chat communication session;
• and
• redirect the chat communication session to a second automated conversation path in response to at least one of the confidence levels falling below a threshold level based on input received from the end user device during the communication, wherein the automated chat resource is configured to follow the second automated conversation path during the chat communication session.