Classifying Activity Using Probabilistic Models

A method, an apparatus and an article of manufacture for classifying customer activity in an automated customer support system. The method includes obtaining input from the automated customer support system, wherein the input comprises an observable measurement of customer activity in the automated customer support system, computing a probability that the input corresponds to one of one or more probabilistic models, and using the computed probability to classify the customer activity in the automated customer support system by considering the probabilistic model corresponding to a highest computed probability.