6. The computer program product of claim 5 , further comprising: computer usable program code for communicating a prompt to a user, computer usable program code for receiving a user response to the prompt; computer usable program code for analyzing the user response to identify a branching criteria that corresponds to one of the plurality of branches leading from the current query node to a different one of the query nodes or one of the informational nodes; and computer usable program code for analyzing the user response to identify one or more keyword received in the user response.
6. The computer program product of claim 5 , further comprising: computer usable program code for communicating a prompt to a user, computer usable program code for receiving a user response to the prompt; computer usable program code for analyzing the user response to identify a branching criteria that corresponds to one of the plurality of branches leading from the current query node to a different one of the query nodes or one of the informational nodes; and computer usable program code for analyzing the user response to identify one or more keyword received in the user response. 12. The computer program product of claim 6 , wherein each prompt and each response is communicated over a telephone system, a computer network, or a combination thereof.