11. A computer-implemented method comprising: receiving, at a server, a communication from a user; processing the communication at the server to identify a concept associated with the communication; presenting to an agent a set of candidate responses based on the identified concept, wherein the set of candidate responses is limited to responses that are identified by the server as being consistent with the identified concept; presenting the set of candidate responses to an agent for selection of a response to the received communication; receiving, from the agent, a selection from the set of candidate responses generated by the server; and delivering to the user the response to the communication selected by the agent from the set of candidate responses.
12. The method of claim 11 , wherein the communication is received by way of a first mode of communication and the response is delivered by way of a second mode of communication, the first mode of communication being different than the second mode of communication.