1. A system comprising: a robotic chat application configured to receive a service inquiry over a chat session from a chat-enabled device, wherein the service inquiry is associated with a service provider network; and 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 a flow definition and an associated query corresponding to the service inquiry based upon the collected information, wherein the troubleshooting engine is further configured to generate a command, based on the query, for resolving the service inquiry.