1. A method of routing a customer's call to either a manual dialog or an automated dialog of a customer service call system, comprising the steps of: detecting a task to be solved by the call; determining a probability value, representing the probability that the task will be solved by the automated dialog; predicting the hold time to reach the manual dialog; calculating a wait index, based on the hold time as a function of the probability value; comparing the results of the calculating step to a threshold wait index; and routing the call to the manual dialog or the automated dialog, based on the results of the comparing step.