A computer-implemented method and apparatus for facilitating comprehension of user queries during interactions include receiving a query input provided by the user. The one or more query terms in the query input are compared with a plurality of content records stored in a database for at least a partial match in relevancy and each content record is associated with a respective comparison result. A score is generated for each content record based on the respective comparison result and a measure of comprehension between the query input and the plurality of content records. The generation of score for each content record configures a set of scores. A confidence state is determined corresponding to the set of scores and a reply is provided to the user in response to the query input based on the confidence state.