A system and method for routing telephone calls is based on identifying caller
goals, and maximizing the benefit of routing the call to the appropriate call center.
The appropriate call center is identified as the call center best equipped to respond
to the needs of the caller. The cost or benefit is based on the fastest and least
expensive way to answer a query posed by a caller. A probabilistic model of the
caller's goals or call topics based on a response to a top-level prompt is used,
along with a set of functions associating a utility or benefit with routing those
call topics to destinations within the center. Maximum benefit routing allows for
the separation of the caller's goals from those of the call center, thereby optimizing
use of available resources.
