Patent ID: 8917857

Claim:
A method for routing an inbound telephone call through a call center, the method comprising: entering a natural language phrase by a caller by typing the natural language phrase using a web-based computing environment; identifying known keywords in the natural language phrase, the known keywords associated with routing criteria for routing inbound telephone call through the calls center; identifying unknown keywords in the natural language phrase; mapping the identified unknown keywords to known keywords; transmitting the routing criteria associated with the identified known keywords and the keywords to which the unknown keywords are mapped from the caller to a call center independent of the inbound telephone call; forwarding a unique telephone number from the call center to the caller in response to the transmitted routing criteria; initiating the inbound telephone call between the caller and the call center using the unique telephone number; associating the transmitted routing criteria with the initiated inbound telephone call; and routing the inbound telephone call through the call center in accordance with the routing criteria.