Patent ID: 8666929

Claim:
A method comprising: in the course of an interaction between a customer and a customer service agent, responsive to receipt of a customer input, customizing an agent interface menu, wherein said customer input is related to a problem of said customer, and said customizing comprises selecting a plurality of action items to be displayed in said agent interface menu, wherein said action items are based on said customer input, and customer information specific to said customer, and displaying said plurality of action items in said agent interface menu, responsive to receipt of a result of a search of a knowledge base, updating said agent interface menu, wherein said customer input is used, at least in part, in performing said search, said updating is based, at least in part, on said result, said result comprises an item of stored customer information, and said item of stored customer information comprises a record of one or more previous interactions with said customer, and responsive to a selection by said customer service agent of an action item of said plurality of action items, generating an action form, wherein said action item is related to a solution to said problem, said action form is related specifically to said action item, and said action form comprises a plurality of input fields, and pre-populating at least one input field of said plurality of input fields, wherein said pre-populating comprises identifying said customer based on said customer input, retrieving customer information associated with said customer from a database, and displaying said customer information in said at least one input field.