A computer-implemented method performed by one or more data processors, comprising: collecting a data set for training a machine-learning model to predict response messages, wherein collecting the data set includes storing one or more previous messages included in a previous communication session between a first network device and a first terminal device, and executing one or more clustering algorithms on the one or more stored previous messages to find patterns within the stored previous messages and to store the one or more previous messages in one or more clusters; facilitating a communication session between a second terminal device associated with an agent and a second network device associated with a user, wherein the communication session enables the second terminal device and the second network device to exchange one or more messages; receiving a new message during the communication session; evaluating the new message using the trained machine-learning model, wherein evaluating the new message includes evaluating messages exchanged before the new message was received; predicting a response to the new message, wherein predicting the response includes: comparing the results of the evaluation to the one or more clusters of previous messages to identify a cluster of previous messages that are similar to the new message; identifying which previous message to select from the identified cluster of previous messages as the predicted response to the new message, by executing a confidence algorithm that generates a confidence score based on a similarity between the new message and the previous messages in the identified cluster, and comparing the confidence score to a confidence threshold; and facilitating displaying the predicted response at the second terminal device, wherein when the predicted response is selected, the predicted response is automatically transmitted to the second network device during the communication session. collecting a data set for training a machine-learning model to predict response messages, wherein collecting the data set includes storing one or more previous messages included in a previous communication session between a first network device and a first terminal device, and executing one or more clustering algorithms on the one or more stored previous messages to find patterns within the stored previous messages and to store the one or more previous messages in one or more clusters; facilitating a communication session between a second terminal device associated with an agent and a second network device associated with a user, wherein the communication session enables the second terminal device and the second network device to exchange one or more messages; receiving a new message during the communication session; evaluating the new message using the trained machine-learning model, wherein evaluating the new message includes evaluating messages exchanged before the new message was received; predicting a response to the new message, wherein predicting the response includes: comparing the results of the evaluation to the one or more clusters of previous messages to identify a cluster of previous messages that are similar to the new message; identifying which previous message to select from the identified cluster of previous messages as the predicted response to the new message, by executing a confidence algorithm that generates a confidence score based on a similarity between the new message and the previous messages in the identified cluster, and comparing the confidence score to a confidence threshold; and comparing the results of the evaluation to the one or more clusters of previous messages to identify a cluster of previous messages that are similar to the new message; identifying which previous message to select from the identified cluster of previous messages as the predicted response to the new message, by executing a confidence algorithm that generates a confidence score based on a similarity between the new message and the previous messages in the identified cluster, and comparing the confidence score to a confidence threshold; and facilitating displaying the predicted response at the second terminal device, wherein when the predicted response is selected, the predicted response is automatically transmitted to the second network device during the communication session.