7. The computer-implemented method of claim 1 , embodied in a cloud-computing environment.
1. A computer-implemented topic guidance method for a call between an agent and a customer, the method comprising: creating, via a processor on the computer, a conversation model by learning a conversation pattern from a customer response to a conversation topic segment, a current state of the customer, and a context of the conversation topic segment; and suggesting, via the processor on the computer, a conversation topic for the agent to engage the customer in the conversation topic based on a customer response associated with the conversation model, analyzed conversation text the current state of the customer, and the context of the conversation topic segment.