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Anger Gets You Somewhere…

February 10, 2004

Wired News reports that the Speech Analysis and Interpretation Laboratory at the University of Southern California is developing a new software program designed to detect callers’ frustration when talking to an automated phone system, and transfer them to a human operator. So, the angrier you are the more likely it is that you will be automatically transferred to a real live human. I guess the new rule of thumb is, get really really loud and angry when you’re talking to one of those automated phone trees.

“Anger Gets You Somewhere…”

  1. Don Shin Says:

    very interesting… I have a sneaky suspicion that some companies might be doing this already – SBC seemed to somehow recognized my anger over the phone, and my wait time seemed to decrease after my second or third call… but maybe my anger instead led me to some degree of hallucination…

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