7. A system according to claim 5 , wherein the response comprises one or more of reply text messages and reply speech utterances.
7. A system according to claim 5 , wherein the response comprises one or more of reply text messages and reply speech utterances. 8. A system according to claim 7 , further comprising: a text-to-speech converter to convert the text messages of the agent to synthesized speech utterances before providing the response to the caller.