System and method for intelligent service agent using VoIP

1. A method for forming a communication link between a first individual and a first entity remote from the first individual, the method comprising the steps of:

providing a server having a virtual agent operating thereon, wherein the server is connected to a distributed communications network, wherein the virtual agent is connected to a natural language processing engine;

receiving a call request from the first individual;

initiating a first outbound call in response to the call request;

connecting to a communications device associated with the first individual, wherein a first communications channel is formed between the virtual agent and the first individual;

initiating a second outbound call in response to the call request;

connecting to a communications device associated with the first entity, wherein a second communications channel is formed between the virtual agent and the first entity; and

linking the first communications channel to the second communications channel, whereby the communication link is formed between the first individual and the first entity.

2. The method of claim 1 , wherein the server includes a Host Media Processing platform configured to create a Session Initiated Protocol connection with at least one of the communications devices associated with the first individual and the first entity.

3. The method of claim 2 , wherein the call request is initiated by selection of a call request feature by the first individual, wherein the call request feature is embodied in a visual electronic communication medium.

4. The method of claim 3 , wherein the visual electronic communication medium is a Web site and the call request feature is a clickable visual indicia situated on the Web site.

5. The method of claim 3 , wherein the visual electronic communication medium is one of a cellular phone, a mobile personal digital assistant, a television, a vehicle on-dash display, and a GPS location device.

6. The method of claim 2 , wherein the virtual agent is further connected to a learning engine.

7. The method of claim 2 , wherein the virtual agent is configured to converse with the first individual.

8. The method of claim 4 , wherein the first entity is affiliated with the Web site.

9. The method of claim 1 , wherein the first entity is a second individual.

10. The method of claim 1 , wherein the first entity is an interactive voice response system.

11. The method of claim 2 , wherein the first outbound call is initiated by dialing a telephone number corresponding to the communications device associated with the first individual.

12. The method of claim 2 , wherein the first communications channel and the second communications channel are digital, wherein the communications device associated with the first individual is a Voice over Internet Protocol capable device.

13. The method of claim 9 , further comprising the step of invoking an interactive voice response system, whereby the interactive voice response system is communicatively connected to the first communications channel.

14. The method of claim 1 , further comprising the steps of:

initiating a third outbound call; and

connecting to a communications device associated with a second entity, wherein a third communications channel is formed between the virtual agent and the second entity.

15. The method of claim 14 , further comprising the steps of:

closing the second communications channel; and

linking the first communications channel to the third communications channel, whereby a communication link is formed between the first individual and the second entity.

16. The method of claim 2 , further comprising the step of recording a conversation between the first individual and the first entity.

17. The method of claim 2 , further comprising the steps of recording call control data, wherein the call control data is at least one of:

a phone number of the first individual;

a time of the creation of the communication link;

a duration of the communication link; and

an action performed by the virtual agent.

18. The method of claim 1 , wherein the communication link is one of a voice and video communication link.

19. A system for forming a communication link between a first communications device and a second communications device remote from the first communications device and facilitating communications therebetween, wherein the system comprises:

a server configured to receive a call request from the first communications device, wherein the server is remote from the first communications device;

a virtual agent operating on the server, wherein the virtual agent is configured to:

initiate a first outbound call to the first communications device in response to receiving the call request;

initiate a second outbound call to the second communications device;

form a first communications channel between the virtual agent and the first communications device;

form a second communications channel between the virtual agent and the second communications device; and

link the first communications channel to the second communications channel, whereby the communication link is formed between the first communications device and the second communications device; and

a natural language processing engine communicatively connected to the virtual agent.

20. The system of claim 19 , wherein the server includes a Host Media Processing platform configured to create a Session Initiated Protocol connection with at least one of the first communications devices and the second communications device.

21. The system of claim 20 , wherein the virtual agent is further connected to a learning engine.