An electronic communication is received from a first communication device by a multi-tasking operating system. For example, a customer has entered a service request at a web site, which is received by the multi-tasking operating system. The electronic communication comprises a plurality of items of information associated with a service request. An accuracy level for the plurality of items of information is determined. The accuracy level for the plurality of items is based on a history of prior electronic communications. In response to determining the accuracy level for the plurality of items of information associated with the service request, a communication system associated with a contact center and/or a contact center agent is identified. In response to identifying the communication system associated with the contact center and/or contact center agent, the electronic communication is routed to the communication system associated with the contact center and/or contact center agent.