The method and apparatus improve transactions in a communication system,
such as a communication system having an automatic call distributor. In
one embodiment, an assessment is performed in substantially real time of
respective stress levels of at least one of a caller and an agent in a
call transaction. A third party is engaged in the transaction when at
least one of the stress levels of the caller and the agent exceeds a
threshold. This third party may include, for example, a virtual party or
an automated input source. The third party may engage in the background
of the transaction or in the foreground of the transaction, thus
communicating either only with the agent or with both the caller and the
agent, respectively. The respective stress levels of at least one of the
caller and agent may be assessed by methods which include, but are not
limited to; analyzing a respective voice signal of at least one of the
caller and the agent, converting a respective voice signal of least one
of the caller and the agent to text and analyzing the text and/or
analyzing a physical stress level of the agent. The apparatus implements
the method.