11. A system, comprising: a processor; a user interface configured to enable a customer to connect with the system; a control module configured to: query the customer for one or more responses associated with one or more actions that the customer wishes to perform; determine an identity of the customer based on an analysis of the one or more responses received from the customer; and a speech recognition module configured to: receive the one or more responses; and transcribe the one or more responses into text based on a special grammar that is trained to identify selected keywords; and a machine learning model configured to: compute a probability score by finding a best match between a first sequence of customer intents immediately preceding a customer intent associated with the response and a second sequence of customer intents preceding the first sequence of customer intents, wherein the first sequence of customer intents and the second sequence of customer intents are ordered by a time and a date, wherein if the probability score of the at least one intent is greater than a threshold a journey of the IVR system of the customer is optimized and if the probability score of the at least one intent is less than the threshold a standard journey of the IVR system is offered to the customer.
11. A system, comprising: a processor; a user interface configured to enable a customer to connect with the system; a control module configured to: query the customer for one or more responses associated with one or more actions that the customer wishes to perform; determine an identity of the customer based on an analysis of the one or more responses received from the customer; and a speech recognition module configured to: receive the one or more responses; and transcribe the one or more responses into text based on a special grammar that is trained to identify selected keywords; and a machine learning model configured to: compute a probability score by finding a best match between a first sequence of customer intents immediately preceding a customer intent associated with the response and a second sequence of customer intents preceding the first sequence of customer intents, wherein the first sequence of customer intents and the second sequence of customer intents are ordered by a time and a date, wherein if the probability score of the at least one intent is greater than a threshold a journey of the IVR system of the customer is optimized and if the probability score of the at least one intent is less than the threshold a standard journey of the IVR system is offered to the customer. 19. The system of claim 11 , wherein the control module is further configured to compute a score of intent based on attributes obtained from a CRM dip.