Customer service that knows your call

According to IT Business Edge, IBM has taken customer service via phone to another level. Instead of having customers routed to a different customer service representative and explaining their situation each time, they've developed a system where callers are automatically routed to the CSR who can best take their call.

This software can do this by:
....analyzes what a company knows about its customer, the performance history of the customer service representatives, and the previous interactions the customer has had with customer service representatives to determine where to route a call.

How will this change customer service in the future? Will customer service calls be more effectively answered?