Abstract: A customer service software and related methods and systems can modify scripting in real-time based on the likelihood of customer fraud and/or profitability. The methods of the present invention analyze a plurality of different indicators of potential for risk, as well as a plurality of indicators for potential for long term profitability. Weights to these factors can be assigned and a weighted risk and profit score can be determined. Once determined, this weighted risk and profit score can be used to modify the customer service policies and scripting in real-time.