Computer-implemented methods and systems for conducting customer needs, staff development, or persona-based call routing analyses in which a recommendation engine receives baseline information regarding a current status and one or more objectives of a subject and generates assumed information about the...http://www.google.com/patents/US20050187802?utm_source=gb-gplus-sharePatent US20050187802 - Method and system for conducting customer needs, staff development, and persona-based customer routing analysis
