14. The method of claim 1 , wherein the content parameters further comprise one or more content parameters selected from the group consisting of: topic, topic distribution and temporal topic models.
14. The method of claim 1 , wherein the content parameters further comprise one or more content parameters selected from the group consisting of: topic, topic distribution and temporal topic models. 15. The method of claim 14 comprising measuring the topic distribution using a distribution of topics of the customer's past interactions.