Patent ID: 8407158

Claim:
A system comprising: at least one processor; and at least one memory including computer program code, the at least one memory and the computer program code configured to, with the at least one processor, cause the system to perform at least the following, store in a first database a plurality of flow definitions relating to a plurality of service inquiries, wherein the flow definitions comprise logic connecting client steps and server steps corresponding to troubleshooting scenarios for the plurality of service inquires; store in a second database a plurality of queries associated with the plurality of flow definitions; implement implement a robotic chat application configured to receive a service inquiry over a chat session from a chat-enabled device, wherein the chat-enabled device comprises a client and the service inquiry is associated with a service provider network; and implement a troubleshooting engine configured to collect information from a user of the chat-enabled device regarding the service inquiry, the robotic chat application being further configured to retrieve from the first database a flow definition and from the second database an associated query corresponding to the service inquiry based upon the collected information, wherein once all flow definitions corresponding to a particular troubleshooting scenario corresponding to the service inquiry have been navigated, the robotic chat application retrieves the associated query, wherein the troubleshooting engine is further configured to generate a command, based on the associated query, for resolving the service inquiry, and wherein any function regarding a service inquiry is available to define a step-by-step flow definition.