Abstract: A method for engaging personalized customer services on an end-user device includes sending a request for agent-assisted service to the agent administration server, and receiving from the agent administration server agent information associated with a plurality of customer agents. The agent information defines agent identification information, an agent availability status, and one or more agent communication channels. The method further includes sending a request to communicate with a preferred one agent from the plurality of customer agents. The request includes at least one desired communication channel from the one or more agent communication channels. The desired communication channel is then established with the preferred one agent.