Patent ID: 8918342

Claim:
A system comprising: a) one or more processors; and b) a computer memory containing one or more models utilized by a processor from the one or more processors configured to process customer interactions comprising: i) one or more statements made by a customer; and ii) one or more prompts played for said customer; c) a computer-readable storage medium storing a set of computer executable instructions and coupled to at least one of the one or more processors, wherein the at least one processor coupled to the computer-readable storage medium is configured to execute instructions to: i) create a data record comprising a set of context information related to one or more of said processed customer interactions; ii) store the set of context information from said data record in said computer memory; iii) utilize the set of context information stored in said computer memory to automatically create one or more model updates without human intervention; and iv) automatically update one or more of said models using one or more of said model updates; (v) make at least one recommendation regarding processing said customer interactions, wherein the recommendation is one of replay the prompt or transfer the customer to a live agent; and wherein: a) said one or more models comprises a statistical prediction model: b) said processor is further configured to execute instructions to make said at least one recommendation to replay the prompt or transfer the customer based on said statistical prediction model.