Systems and methods provide for personalizing interaction between a provider using a integrated knowledge management (KM) system that tracks data exchanged between users and the provider over multiple communication channels. User requests to a provider can made via multiple different incoming channels, such as by using ATMs, PDAs, cell phones, computers accessing web sites or other Web Devices, Voice Response Units (VRUs), and others. User requests submitted over these multiple channels are routed into an integrated KM system that services these requests and selects personalized offers and/or personalized content and/or personalized format presentation to be provided to the users.
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