A work process supporting system based on interactive voice and text communication, comprising: a requester terminal configured to allow an information or service requester to selectively use at least one of a voice and a text to request provision of information or service and receive the requested information or service; a provision proxy server configured to provide information or service to the information or service requester, whose identification has been completed, on behalf of an information or service provider; and a provider work-processing server configured to identify the information or service requester, who requests the provision of the information or service, and request the provision proxy server to do the provision of the information or service by proxy, wherein the requester terminal comprises a terminal analysis controller, a terminal channel connector and a situation determiner, the situation determiner being configured to analyze sensing information received from various sensors provided in the requester terminal, the situation determiner transmitting a message of excessive noise to the terminal analysis controller when a noise sensing value received from a noise sensor provided in the requester terminal is higher than a preset noise upper-limit setting value and transmitting a message of insufficient light to the terminal analysis controller when a light sensing value received from a light sensor provided in the requester terminal is lower than a preset light lower-limit setting value, the terminal analysis controller controlling the terminal channel connector to make a communication channel connecting with the provision proxy server automatically switch over to the text communication channel when receiving the message of excessive noise from the situation determiner in the state that the information or service requester is using the voice communication channel between the activated voice and text communication channels and controlling the terminal channel connector to make a communication channel connecting with the provision proxy server automatically switch over to the voice communication channel when receiving the message of insufficient light from the situation determiner in the state that the information or service requester is using the text communication channel between the activated voice and text communication channels. a requester terminal configured to allow an information or service requester to selectively use at least one of a voice and a text to request provision of information or service and receive the requested information or service; a provision proxy server configured to provide information or service to the information or service requester, whose identification has been completed, on behalf of an information or service provider; and a provider work-processing server configured to identify the information or service requester, who requests the provision of the information or service, and request the provision proxy server to do the provision of the information or service by proxy, wherein the requester terminal comprises a terminal analysis controller, a terminal channel connector and a situation determiner, the situation determiner being configured to analyze sensing information received from various sensors provided in the requester terminal, the situation determiner transmitting a message of excessive noise to the terminal analysis controller when a noise sensing value received from a noise sensor provided in the requester terminal is higher than a preset noise upper-limit setting value and transmitting a message of insufficient light to the terminal analysis controller when a light sensing value received from a light sensor provided in the requester terminal is lower than a preset light lower-limit setting value, the terminal analysis controller controlling the terminal channel connector to make a communication channel connecting with the provision proxy server automatically switch over to the text communication channel when receiving the message of excessive noise from the situation determiner in the state that the information or service requester is using the voice communication channel between the activated voice and text communication channels and controlling the terminal channel connector to make a communication channel connecting with the provision proxy server automatically switch over to the voice communication channel when receiving the message of insufficient light from the situation determiner in the state that the information or service requester is using the text communication channel between the activated voice and text communication channels.