Abstract: An apparatus, system, and method are disclosed for optimizing chat-based communications. A message module receives an outgoing message comprising a portion of a conversation between an agent and a user. An outgoing message may be generated in response to an incoming message from the user and received prior to sending the outgoing message to the user. An analysis module analyzes an incoming message and an outgoing message using a predefined machine learning model to identify one or more features of the outgoing message that have an influence on a desired outcome based on the incoming message. An action module generates one or more corrective actions related to the outgoing message based on one or more features that are identified using the machine learning model. One or more corrective actions are intended to increase the likelihood that an outgoing message will result in a desired outcome.