A computer-based management system for guiding an agent during interaction with a customer, said system comprising: a context analysis means for determining facts from the interaction between the customer and the agent, wherein the determined facts are based on input, in the form of machine readable text, from both the agent and the customer; a presentation engine for presenting information to the agent to guide the agent during the interaction with the customer, characterized in that said system further comprises a rules engine for asserting rules based on the determined facts by the context analysis means; and in that said presentation engine includes: a script assembly engine configured to select one or more script components based on one or more of the rules asserted by the rules engine, and dynamically generate a script including the selected script components during the interaction; and a script execution engine configured to execute an initial script during the interaction, receive the dynamically generated script from the script assembly engine, and change from executing the initial script to executing the dynamically generated script during the interaction; wherein the script components in the dynamically generated script provide guidance on suggested dialogue and other actions to be taken during the interaction between the agent and the customer; and wherein the guidance is provided to the agent in a form of a display. a context analysis means for determining facts from the interaction between the customer and the agent, wherein the determined facts are based on input, in the form of machine readable text, from both the agent and the customer; a presentation engine for presenting information to the agent to guide the agent during the interaction with the customer, characterized in that said system further comprises a rules engine for asserting rules based on the determined facts by the context analysis means; and in that said presentation engine includes: a script assembly engine configured to select one or more script components based on one or more of the rules asserted by the rules engine, and dynamically generate a script including the selected script components during the interaction; and a script execution engine configured to execute an initial script during the interaction, receive the dynamically generated script from the script assembly engine, and change from executing the initial script to executing the dynamically generated script during the interaction; a script assembly engine configured to select one or more script components based on one or more of the rules asserted by the rules engine, and dynamically generate a script including the selected script components during the interaction; and a script execution engine configured to execute an initial script during the interaction, receive the dynamically generated script from the script assembly engine, and change from executing the initial script to executing the dynamically generated script during the interaction; wherein the script components in the dynamically generated script provide guidance on suggested dialogue and other actions to be taken during the interaction between the agent and the customer; and wherein the guidance is provided to the agent in a form of a display.