METHOD AND SYSTEM OF PROVIDING SERVICE ASSISTANCE USING A HIERARCHICAL ORDER OF COMMUNICATION CHANNELS

摘要

An approach provides service assistance using a hierarchical order of communication channels. Service requests are received from a user. A plurality of different modes of communication functionality can be made available for interactivity with the user. A hierarchical order of the modes can be established in relation to the respective degree of communication interactivity. The mode of least degree of communication interactivity in the hierarchical order can be selected for initial communication with the user in response to the request for service. After communicating with the user in accordance with the selected mode, communication with the user can be changed to a communication mode higher in the hierarchical order if the service request has not been resolved.