Patent ID: 8351596

Claim:
A method for processing an audio communication, the method comprising: obtaining a natural-language based expression of services requested from a call center on a website displayed on a computer located at a customer premises, the website associated with the call center; using language based analysis to identify keywords in the natural-language based expression of services, the keywords indicating processing criteria; entering customer specific information on the website; expressing the processing criteria and the customer specific information as an extensible markup language document; transmitting the extensible markup language document from the customer premises computer to the call center across a wide area network; transmitting, in response to the extensible markup language document, a call center generated telephone number from the call center to the customer premises computer; displaying the transmitted telephone number on the customer premises computer on the website associated with the call center; using the transmitted telephone number and telephone equipment located at the customer premises to initiate a telephone call from the customer to the call center, the telephone equipment separate from the customer premises computer; using the telephone number to associate the initiated telephone call with the processing criteria at the call center upon receipt of the initiated telephone call at the call center; and routing the telephone call through the call center in accordance with the associated processing criteria.