1. A computer-implemented method comprising: receiving a natural language communication from a user; utilizing a processing component that is a functional component of the computer to apply a concept recognition process to automatically derive a representation of concepts embodied in the natural language communication; selecting a collection of information likely to be useful in responding to the natural language communication, wherein selecting comprises identifying the collection of information as corresponding to said representation of concepts; providing, through an interface that is a functional component of the computer, the collection of information to a human agent; receiving, through an input device that is a functional component of the computer, an identification of a particular item of information from the collection of information, the particular item being a sub-set of the collection of information, the sub-set being a particular proposed response to the natural language communication; and delivering the particular proposed response to the user.
1. A computer-implemented method comprising: receiving a natural language communication from a user; utilizing a processing component that is a functional component of the computer to apply a concept recognition process to automatically derive a representation of concepts embodied in the natural language communication; selecting a collection of information likely to be useful in responding to the natural language communication, wherein selecting comprises identifying the collection of information as corresponding to said representation of concepts; providing, through an interface that is a functional component of the computer, the collection of information to a human agent; receiving, through an input device that is a functional component of the computer, an identification of a particular item of information from the collection of information, the particular item being a sub-set of the collection of information, the sub-set being a particular proposed response to the natural language communication; and delivering the particular proposed response to the user. 2. The method of claim 1 , wherein selection a collection of information comprises applying a matching process so as to automatically determine a cluster of similar communications to which the representation of concepts corresponds.