103. An apparatus comprising: a user interface for a human agent at a contact service facility, the user interface including: a window containing information provided by a contact service process, the information including: information about a user of the facility; and window elements embedded in the window provided by the contact service process, the elements including a list of possible natural language responses based on concept representations for an active communication of a user, and indications of relative confidence that the respective responses are appropriate for the communication of the user; and a conversation management mode configured to enable the human agent to select a response from the list of possible natural language responses, and to deliver the selected response to the user.
103. An apparatus comprising: a user interface for a human agent at a contact service facility, the user interface including: a window containing information provided by a contact service process, the information including: information about a user of the facility; and window elements embedded in the window provided by the contact service process, the elements including a list of possible natural language responses based on concept representations for an active communication of a user, and indications of relative confidence that the respective responses are appropriate for the communication of the user; and a conversation management mode configured to enable the human agent to select a response from the list of possible natural language responses, and to deliver the selected response to the user. 106. The apparatus of claim 103 , wherein the conversation management mode is a first conversation management mode, and the apparatus further comprises a second conversation management mode configured to provide a response to the user in an automated manner.