13. The method of claim 12 , further comprising performing an automatic analysis of dialogue between the customer and a human customer service representative during interaction between the customer and the human customer service representative.
13. The method of claim 12 , further comprising performing an automatic analysis of dialogue between the customer and a human customer service representative during interaction between the customer and the human customer service representative. 21. The method of claim 13 , wherein performing an automatic analysis of dialogue includes recognizing speech content and comparing the speech content to key phrases adapted to detect frustration, polity, and resolution characteristics of the dialogue.