MANAGEMENT OF CONVERSATIONS

An embodiment of a method is disclosed wherein a natural language communication is received from a user. A concept recognition process is applied to automatically derive a representation of concepts embodied in the natural language communication. A collection of information likely to be useful in responding to the natural language communication is selected based on correspondence to the representation of concepts. The collection of information is provided to a human agent through an interface. Through the interface, an identification of a particular item of information from the collection is received. The particular item is illustratively a sub-set of the collection of information, the sub-set being a particular proposed response to the natural language communication. The particular proposed response is delivered to the user.