Patent Document ID: 8488774
Application ID: 11781906

Base Claim:
1. A method comprising: at a call routing system, receiving a telephone call from a caller, the caller being associated with a plurality of parameters; predicting an action prior to caller input about the action, including generating scores for a plurality of statistical models, each statistical model representing a correlation between a subset of the plurality of parameters and an action, the score for each statistical model being generated using the statistical model and the subset of the plurality of parameters associated with the statistical model, the score for each statistical model providing information about a probability that the caller will perform an action associated with the statistical model or request the action to be performed; selecting a representative based on the scores; and routing the call to the selected representative.

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Claim 14:
14. The method of claim 1 wherein the parameters associated with the caller comprises at least one of age of the caller, gender of the caller, marital status of the caller, assets in the caller's account, number of previous calls from the caller within a predetermined number of days, number of days since a promotional material was sent to the caller, whether the caller has visited particular web pages, and language preferences of the caller.