A method of performing an action for an end-user operating an end user device using a chat automation system comprising a chat orchestration server and a knowledge management server in a contact center setting, wherein the chat automation system chat comprises a blended agent and automated chat, the method comprising: a) receiving from the chat orchestration server a first signal indicating an initiating communication, wherein the chat orchestration server conducts and manages chat communications with end users operating end user devices; b) invoking by the chat orchestration server natural language processing on the initiating communication; c) retrieving, by the chat orchestration server, a standardized text communication responsive to the natural-language-processed communication from a memory coupled to a knowledge management server, wherein the standardized text communication comprises a communication path; d) determining, by the knowledge management server, a confidence value of the standardized text communication responsive to the natural-language-processed communication; e) repeating steps c) and d) for a plurality of standardized text communications responsive to the natural-language-processed communication and populating, by the knowledge management server, a determined ranked order of standardized text communications, wherein the rank order is configured in response to the confidence value of the standardized text communications; f) transmitting, by the chat orchestration server, an instruction to display on an agent device the determined ranked order; g) receiving, by the chat orchestration server, a second signal indicating a selection from the agent device of a standardized text communication responsive to the natural- language-processed initiating communication; h) directing, by the chat orchestration server, an automated standardized text communication system for communication with the end user based on the received second signal indicating the selection from the agent device of the standardized text communications; i) traversing the communication path of the selected standardized text communication to generate questions to the end user an end user interface on the end user device to obtain information required by the standardized text conversation, wherein the standardized text conversation system flags when the requested data has been previously retrieved and will not prompt the customer for the same information on a later interaction; j) repeating step i) until all information required for the standardized text conversation has been obtained to execute a query to perform an action; k) executing the query to perform the action. a) receiving from the chat orchestration server a first signal indicating an initiating communication, wherein the chat orchestration server conducts and manages chat communications with end users operating end user devices; b) invoking by the chat orchestration server natural language processing on the initiating communication; c) retrieving, by the chat orchestration server, a standardized text communication responsive to the natural-language-processed communication from a memory coupled to a knowledge management server, wherein the standardized text communication comprises a communication path; d) determining, by the knowledge management server, a confidence value of the standardized text communication responsive to the natural-language-processed communication; e) repeating steps c) and d) for a plurality of standardized text communications responsive to the natural-language-processed communication and populating, by the knowledge management server, a determined ranked order of standardized text communications, wherein the rank order is configured in response to the confidence value of the standardized text communications; f) transmitting, by the chat orchestration server, an instruction to display on an agent device the determined ranked order; g) receiving, by the chat orchestration server, a second signal indicating a selection from the agent device of a standardized text communication responsive to the natural- language-processed initiating communication; h) directing, by the chat orchestration server, an automated standardized text communication system for communication with the end user based on the received second signal indicating the selection from the agent device of the standardized text communications; i) traversing the communication path of the selected standardized text communication to generate questions to the end user an end user interface on the end user device to obtain information required by the standardized text conversation, wherein the standardized text conversation system flags when the requested data has been previously retrieved and will not prompt the customer for the same information on a later interaction; j) repeating step i) until all information required for the standardized text conversation has been obtained to execute a query to perform an action; k) executing the query to perform the action.