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The zen master, experiencing one automated message after another in a company phone system, remains serene. The rest of us turn into Bobby Knight. Now, at last, eye-popping rage is getting the positive reinforcement it deserves. New soft-ware designed for U.S. firms by the Speech Analysis lab at USC assesses a caller’s frustration by analyzing sound wave intensity and language used. When the computer decides you’re over the edge, it switches you to a live person.
