Abstract: The computerized call center method and system decodes agent and customer communications sessions. Questions and answers (Q&A) are displayed to the agent based upon decoding of agent speech using both a basic Q&A database and an agent database, each with key words/phrases. A positive feedback loop uses agent's speech data for the agent key word-phrase database. When words-phrases are decoded, the system queues up and displays Q&A in real time from the Q&A database (with speech data elements for word-phrases). A quality function for successful sessions integrates agent key words-phrases into the basic Q&A database.