A communication channel merging system detects that a first communication session that is provided via a first communication channel between a first user and a first service provider is concurrent with a second communication session that is provided via a second communication channel between the first user and a second service provider. The system then generates a user score based on information associated with the first and second communication sessions and determines that the user score satisfies a condition that causes the first and second communication sessions to be merged into a merged communication session. The system generates a first channel score for the first communication channel and a second channel score for the second communication channel and determines based on those channel scores that the first communication channel should provide the merged communication session. The system directs the merged communication session to be provided on the first communication channel.