A first component of a service is provided via a first communications mode by an automated agent to a requester who is a recipient of the first component. After the first component is provided, a record of the first component is provided from a memory controlled by a provider of the service and via a second communications mode selected by the requester. The record is an editable electronic first record of the first component that can be edited by the requester independent of a provider of the service to update the first record. Electronic edits to the electronic first record of the first component are accepted via the second communications mode selected by the requester. A second component is provided to the requester in accordance with the edited electronic first record of the first component.