Abstract: Aspects of the subject disclosure may include, for example, analyzing, by a processing system, a customer message to determine a customer care issue and a customer sentiment, and generating a response to engage with the customer based on the customer sentiment; the response includes the information to address the customer care issue. The system also delivers the response to the equipment of the customer; monitors for a customer reaction to the delivered response to determine a change in the customer sentiment; and generates an additional response to further engage with the customer based on the change in the customer sentiment. Other embodiments are disclosed.