Patent ID: 8707258

Claim:
A method for integrating services, comprising: providing a first component of a service via a first user interface over a first communications channel using a first communications mode; providing a second component of the service via a second user interface over a second communications channel using a second communications mode; wherein the first component of the service and the second component of the service are provided continuously in a single session using a common rule set for user interface dialog management so that the first component and second component are integrated to provide the service in accordance with a single script of instructions for agents to follow in communicating with requesters of the service in both the first component and the second component, the single script providing instructions for the agents to follow in interacting with requesters of the service in both the first component and the second component, each script including a flow of dialogs to present to the requesters of the service to obtain information, and each instruction including a dialog to present to the requesters of the service to obtain information.