Identifying the gender of customers calling in can be empowering for businesses—and with suitable technology, it is a breeze.
GoVivace offers a Gender Identification solution which uses the acoustic characteristics of speech to identify the gender of callers dialing an Interactive Voice Response (IVR) system.
With GoVivace’s Gender Identification solution, programming an IVR to greet customers according to their gender, “Dear Sir” or “Dear Madam” couldn’t be easier or faster. And that nicety is only the start of many possibilities. Businesses offering different products and services to customers of different genders can customize their IVR for gender-specific responses. Say, a health care provider could program its IVR to direct female callers to certain agents or IVR options. A study examining the usability of telephone based speech dialogues actually shows that designing audience-specific dialogues can improve customer acceptability for voice technology and satisfaction levels. For example, elderly females calling the customer service department of technical device companies may need greater assistance than young and male callers. Recognizing the gender of callers is the first step towards tailoring IVR dialogues to improve overall service quality.
Analyzing the response patterns of callers of different genders can also help enterprises gain insights into their customer base. Another use of precise speech gender identification technology is to narrow the search space for speaker search applications. Cutting down the search area speeds up retrievals, thus enhancing the efficiency of speaker search applications.
Gender identification capabilities make your telephony systems capable of more intelligent and natural responses, which in turn engage customers better and drive sales. Businesses using IVR systems can apply gender-specific programming to great effect with GoVivace’s Gender Identification solution.
The GoVivace Gender Identification Solution is available in both 32 and 64 bit versions for Linux, Windows and Mac platforms. A minimum of 4GB of RAM and 2.0GHz processor is recommended.