10. A method of processing customer requests, comprising: parsing a request by a customer to identify key words of the request; comparing the key words against a database to locate a script for the request; in response to locating a script for the request in the database: retrieving the script from the database, and executing the script by 1) conducting an automated dialog with the customer based on the script, and 2) performing at least one action on the customer's account based on the script; and in response to failing to locate a script for the request: forwarding the request to an agent, parsing a dialog between the customer and an agent; monitoring operations taken by the agent at a computer terminal during occurrence of the dialog; identifying an intent based on at least one of the key words, dialog and monitored operations, the intent indicating an objective of the request; generating a script based on the dialog and the monitored operations, the script including 1) a dialog tree between a subsequent customer and an automated agent, and 2) instructions to perform at least one action on the subsequent customer's account, the at least one action being coupled to at least one node of the dialog tree; and updating a database to incorporate the script and the intent.
10. A method of processing customer requests, comprising: parsing a request by a customer to identify key words of the request; comparing the key words against a database to locate a script for the request; in response to locating a script for the request in the database: retrieving the script from the database, and executing the script by 1) conducting an automated dialog with the customer based on the script, and 2) performing at least one action on the customer's account based on the script; and in response to failing to locate a script for the request: forwarding the request to an agent, parsing a dialog between the customer and an agent; monitoring operations taken by the agent at a computer terminal during occurrence of the dialog; identifying an intent based on at least one of the key words, dialog and monitored operations, the intent indicating an objective of the request; generating a script based on the dialog and the monitored operations, the script including 1) a dialog tree between a subsequent customer and an automated agent, and 2) instructions to perform at least one action on the subsequent customer's account, the at least one action being coupled to at least one node of the dialog tree; and updating a database to incorporate the script and the intent. 11. The method of claim 10 , further comprising: comparing the key words against the database to determine the intent; and searching the database, based on the intent, to locate a script associated with the intent.