Patent ID: 8750487

Claim:
A method comprising: displaying, via a graphical user interface at a user device, questions corresponding to questions in a voice menu that is used by an interactive voice response (IVR) system to forward calls; obtaining, via the graphical user interface, user responses to the questions, the questions providing options for selecting a self-serve system and a call agent; when the call agent is selected, sending information corresponding to the user responses to a first device, wherein the first device is configured to: query the IVR system to identify the call agent, in a call center, whose profile matches the information, and obtain contact information of the identified call agent from the IVR system; and when the self-serve system is selected, sending information corresponding to the user responses to a second device, wherein the second device is configured to: process the information via a virtual agent, and obtain an output from the virtual agent as a result of the processing; and displaying either the contact information or the output from the virtual agent at the user device.