A service session is facilitated via a packet switched network; in the service session, user equipment participates in an interactive communication exchange with an agent via a first interaction mode, and the interactive communication exchange is based on a user inquiry. The interactive communication exchange is monitored and a determination is made that a consultation service would facilitate resolution of the user inquiry. A service resource is associated with the service session responsive to determining that the consultation service would facilitate the resolution; the service resource provides consultation to the agent via a second interaction mode without exposing the consultation to the user equipment. The consultation elevates an experience level employed in the first service session towards resolution of the user inquiry.