1. A method, comprising: recording opening statements made by customers on calls to one of a plurality of call centers; determining, based on the opening statements, customer tasks, each customer task including an action and an object; accessing a first business rule model to identify routing destinations for customer calls to a first call center, wherein the first business rule model identifies a first routing destination for customer calls associated with said each customer task; and accessing a second business rule model to identify routing destinations for customer calls to a second call center, wherein the second business rule model identifies a second routing destination for customer calls associated with said each customer task; wherein routing destinations are selected from: a call center agent, a queue, a self-service speech recognition application, and the Internet.