Query response device

The invention concerns a query response device comprising: an input adapted to receive user queries; a memory (106) adapted to store one or more routing rules; one or more live agent engines (116) configured to support interactions with one or more live agents; one or more virtual assistant engines (120) configured to support interactions with one or more virtual assistants instantiated by an artificial intelligence module (103); and a routing module (104) coupled to said live agent engines and to said virtual assistant engines, the routing module comprising a processing device configured: to select, based on at least content of a first user query from a first user and on said one or more routing rules, a first of said live agent engines or a first of said virtual assistant engines; and to route said first user query to the selected engine.