7. A method, comprising: analyzing saved call data using a tokenizer, said tokenizer transforming a sequence of characters in a call summary field of said saved call data into a sequence of tokens, producing tokenized call data; creating a maximum entropy (MaxEnt) model based on said tokenized call data, said MaxEnt model producing a probability distribution of all classes for a next call to a call center; training a conditional random field (CRF) classifier with said MaxEnt model and information from said saved call data, said CRF classifier using chronologically ordered sequences of prior calls to said call center and predicting a class for a new call to said call center based on said saved call data; and producing a call class prediction for said new call received from a returning customer based on said CRF classifier and said MaxEnt model.
8. The method according to claim 7 , said information from said saved call data further comprising contextual call information, demographics features, and time sequence of received calls.