29. A system comprising: a real-time decision engine to receive information about a caller and identify a skill that is useful for providing service to the caller, the caller being associated with a plurality of parameters, the decision engine identifying the skill by 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 that may be performed or requested to be performed by the caller, 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, and identifying a skill based on the scores; a storage to store the statistical models; and a call router to route a call from the customer to a representative who has the skill.
34. The system of claim 29 wherein identifying the skill based on the scores comprises using a second layer of statistical modeling to determine the skill based on the scores.