A Chatbot without Machine Learning

Assume we have a person, call center agent, who has a list of questions and answers. If anyone calls him and asks a question, this person goes through the list and answers the question, just like our bot above. So, this person is a little silly, he does not remember the previous questions. But… we have other agents out there, and they all are allowed to redirect the customer to each other. Ok, now if the user calls the Agent 1 and says he needs car insurance, Agent 1 says "ok, sure" and redirects the user to the Agent 2, whose name is "car".