Patent ID: 8417509

Claim:
A method of an application server interacting with a remote user over a network, the method comprising: receiving, by the application server, a contact request from the remote user; transmitting, by the application server to a remote user computing device, a predefined interface in response to the contact request by the remote user, wherein the predefined interface is presented to the remote user, by displaying the predefined interface on the remote user computing device, the predefined interface being customized by the application server based on specified conditions including the location of the remote user computing device, the time of the day, the day of the week, and a type of remote user language in which the contact request is received by the application server; receiving, at the application server, a natural language inquiry from the remote user via the predefined interface; text scanning, by the application server, the natural language inquiry received at the application server; analyzing, by an analysis server in communication with the application server by a communication link different from the network, the natural language inquiry based on the type of remote user language of the contact request, which has been text scanned by the application server, from the remote user; determining, by the application server, a customized plurality of communication options based on the analyzing of the natural language inquiry that has been text scanned; and transmitting, by the application server to the remote user computing device, a customized interface, the customized interface being determined based on the analysis of the natural language inquiry by the analysis server that has been text scanned by the application server; wherein the customized interface is presented to the remote user, the customized interface including the customized plurality of communications options for the remote user to route subsequent communications, wherein the customized interface comprises customized content that is customized based on the context of the natural language inquiry, wherein a customized plurality of predefined inquiries are changed based on the remote user selecting one of the customized plurality of communications options, and wherein the customized interface further includes at least one link to at least one resource.