16. A non-transitory computer readable medium storing therein a program for causing a computer to execute an operation including providing a reply to a request: receiving the request; determining automatically a type associated with the request; and providing a portion of the request to a human assistant in an interface selected based on the type and providing information of a query in an order based on a ranking of the query.
18. The computer readable medium of claim 16 , comprising: determining whether the request matches the query; providing a tool to an expediter when the request does not match the query; and providing the request, the query and a reply associated with the request to the expediter.