Patent ID: 8634540

Claim:
A method of routing a call from a client to a service representative of an organization, the method comprising: monitoring activities of the client at a site of the organization; upon the call from the client being received at a telephone-based system of the organization, receiving a request from the telephone-based system for a set of information regarding the monitored activities and other data from a different source that is location specific; removing information from the set of information when an age of the information in the set of information is greater than a predetermined age, wherein a value of the set of information regarding the monitored activities decreases as the information ages; predicting why the client is calling the organization based on the monitored activity of the client at the site and the other data that is location specific, the prediction being performed by applying predicting rules to the monitored activity and the other data that is location specific; calculating a confidence level in the prediction, wherein the confidence level may be expressed as a scaled value and wherein the confidence level may be used to determine whether the prediction should be used; and determining telephone prompts to be presented to the client based on the monitored activities of the client at the site and the other data that is location specific, wherein the telephone prompts to be presented to the client are based on the prediction if it is determined that the prediction should be used.