Washington Post:
Consumers have the space program to thank for smoke detectors, invisible orthodontic braces and football helmet padding. One day, they may thank the security and intelligence-gathering industry for better customer service.

Over the past several years, technology designed for eavesdropping has found a new home in corporate call centers, recording and analyzing millions of phone conversations between customer service agents and consumers in an effort to better digest and organize what customers are saying.

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