1. A computer-implemented method for personalizing interaction between users and a provider in a multi-channel access provider system for accessing information of a plurality of products or services made available by the provider, comprising: providing an interface for users to interact with a provider system over a plurality of access channels and using a plurality of devices; receiving a user request over an access channel using a device; using an access identifier to identify said access channel and said device for said user request; inputting information regarding said user request to an integrated knowledge management system servicing multiple access channels, inputting information to the integrated knowledge management system regarding at least one of the access channel and said device associated with the user request; processing the user request in the knowledge management system to generate a response, the response being customized based on said access channel and personalized based on the identity or profile of the user; sending the response to the user.