27. A method comprising: choosing one option out of a plurality of options based on at least two layers of statistical modeling that comprises generating a first set of scores for a first set of statistical models using the first set of statistical models and a first set of parameters, the score for each of the first set of statistical models being generated using the statistical model and a subset of the first set of parameters associated with the statistical model, the score for each statistical model providing information about a probability that a user will perform an action associated with the statistical model or request the action to be performed; selecting a score from among the first set of scores prior to receiving input from the user about an action associated with the statistical model corresponding to the score; generating a second set of scores for a second set of statistical models using the second set of statistical models and a second set of parameters, the second set of parameters including the selected score from the first set of scores, the score for each of the second set of statistical models being generated using the statistical model and a subset of second set of parameters associated with the statistical model; and choosing the option based on the second set of scores.
28. The method of claim 27 wherein choosing one option from among the plurality of options comprises selecting a representative from among a plurality of representatives, the selected representative having the skill and proficiency level for servicing a caller.