In this paper we consider a queueing model to estimate and optimize a modernarchitecture call center having a self-service facility on the base of computerspeech recognition. A call-center is presented by a two-node network with onenode describing the ports of self-service and other one describing an operatorgroup. Automated service of a customer can be successfull (and the customerleaves the system) of not (and the customer goes to the operator group). Weobtain stationary probabilities of the system states and derive performancecharacteristics.