Patent ID: 8718262

Claim:
A non-transitory computer readable medium adapted to control a computer and comprising a plurality of code segments for automatically routing a telephonic communication to at least one of a plurality of communication destination addresses, the non-transitory computer readable medium comprising the code segments that when executed by a processor perform: receiving a customer identifier; determining whether the received customer identifier corresponds to a stored customer identifier in a customer history database, the customer history database being configured to store historic data associated with at least one recorded telephonic communication having a corresponding stored customer identifier, the stored historic data comprising call type data, distress assessment data, behavioral assessment data, call preference data and customer profile, wherein the stored behavioral data has been generated by mining voice data associated with the customer identifier and applying a linguistic-based psychological behavioral model to the voice data; analyzing the historic data corresponding to the received customer identifier and the stored customer identifier; comparing a stored customer profile with a customer service representative profile; generating a score based upon the comparison of the stored customer profile with the customer service representative profile; associating the telephonic communication with one of a plurality of communication destination addresses, the association of the telephonic communication data with one of the plurality of communication destination addresses being based on the analysis of the historic data; and transmitting a signal identifying the associated communication destination address.