Multi-modal/multi-channel application tool architecture

A method of providing a communication service, comprising:

• setting, using a computer with a processor and a memory, instructions for both a first component of a service and a second component of the service, the instructions setting a flow of dialogs to present to requesters of the service to obtain information, and each dialog being presented to the requesters of the service to obtain information;
• providing, using the flow of dialogs set by the instructions, the first component of the service via a first user interface over a first communication channel using a first communication mode;
• providing, using the flow of dialogs set by the instructions, the second component of the service via a second user interface over a second communication channel using a second communication mode,
• wherein the first component of the service and the second component of the service are provided in accordance with rules of stored user interface specifications used to manage transitions for and between the first component of the service and the second component of the service.

An apparatus for providing a communication service, the apparatus comprising:

• a memory that stores instructions, and
• a processor that executes the instructions, wherein, when executed, the instructions cause the apparatus to perforin acts comprising:
• setting instructions for both a first component of a service and a second component of the service, the instructions setting a flow of dialogs to present to requesters of the service to obtain information, and each dialog being presented to the requesters of the service to obtain information;
• providing, using the flow of dialogs set by the instructions, the first component of the service via a first user interface over a first communication channel using a first communication mode;
• providing, using the flow of dialogs set by the instructions, the second component of the service via a second user interface over a second communication channel using a second communication mode,
• wherein the first component of the service and the second component of the service are provided continuously in a single session in accordance with the instructions using a common rule set of the instructions.