Siemens developing call center voice-recognition software that determines age and gender

We're not certain why call center employees need even more reasons to treat customers condescendingly, but Siemens has announced that it's developing tech that will "intelligently" assign reps to callers based on determinations of age and gender. No word on how the system makes the determinations, but we're not going to be happy if we have to start doing Marilyn Monroe impressions just to get someone on the phone.

[Via The Raw Feed]

[curmedugeon @ Nov 26th 2007 3:14PM]

I love slippery slopes. Now, as soon as "the software" can determine ethnicity, race (whatever that means - see social construct) and thus plot socioeconomic status based on all of the criterion mentioned, technology can discriminate without the inconvenience of having humans do it. I for one will not welcome our stratifying robot overlords.

[Neon Jebus @ Nov 26th 2007 3:20PM]

Wow you mean something will be able to tell that I am not a little child or woman but in fact a 29 year old man? It isn't my fault my voice is high pitched!

[Jib @ Nov 26th 2007 3:24PM]

I'm going to start inhaling helium from balloons just before placing a call, you know, just to mess with them.

PS: Does helium inhalation have any long term side effects? 'Cause I hear Siemens products aren't very reliable.

[Electromodo @ Nov 26th 2007 3:35PM]

@Jib

"...Does helium inhalation have any long term side effects?"

I am not a doctor, but as far as I know, helium inhalation is used as physical treatment, so in fact it is good for your body. Just don't inhale too much and too often, you may suffocate without enough oxygen in your lungs.

Consult your doctor before taking my advice! :)))

[Rex @ Nov 26th 2007 4:10PM]

Here is a page about helium inhalation. In short, don't do it.

http://www.balloonartists.com.au/helium.htm

[Matthew Hilario @ Nov 26th 2007 5:09PM]

helium was so 90's, it's all about sulfur hexaflouride!

[Katharsis @ Dec 28th 2007 8:57AM]

"In 1898, fifteen year old etc." 1898? You need to go back 110 years to find the *only* helium-related death? Ok so I suppose it was 1989. Can I get a reference for that other than BASA? No? Neeeext!
"In Australia, Kristi Brash from Victoria had a near death experience when she appeared to freeze and turn blue after inhaling the entire contents of a balloon [...] but luckily regained consciousness after a few minutes. [...] after examination she appeared to be find although any long term affects of the inhalation are yet to be determined." So in short, nothing happened. There is strong evidence that banana peels can be deadly too, you know.

[Jeff @ Nov 26th 2007 3:27PM]

Hard-partying, cigarette smoking Tara Reid is going to be pissed when they tell her they though she was a 57-year-old man.

[paul34 @ Nov 26th 2007 3:31PM]

Great, software that makes it easier to scam senile old people! Oh technology, how you have improved our society.

[Sauerkraut @ Nov 26th 2007 3:38PM]

great now the phone is bias too

[Alan @ Nov 26th 2007 4:27PM]

I can see a use for this. I'm guessing the needs of a 60 year old woman a 25 old male for costumer service is complete different. If they can directly send me to someone who can help me with what I need verse asking me, “ok, is your computer turned on” type questions.

[Jeff A @ Nov 26th 2007 4:49PM]

Haha, I love those questions. Now when I have to call Comcast about my cable service being out, I am sure to start with "Hello, my service is out, I have reset my modem, my tv is working fine, I have renewed my IP, send a tech rep out, thanks."

[Nunavummiut @ Nov 27th 2007 2:56AM]

I agree with Alan...I used to work at a call centre and obviously employees have their preferences of who they like speaking to (young people, old people, tech-savvy people, tech-illiterate people). The sad thing is that it sounds like this software will generalize people based on age.

[mise @ Nov 27th 2007 3:09PM]

Who would decide who is better dealing with a particular group?
This device/application assigns "reps to callers based on determinations of age and gender", so how are the reps assigned to particular age/gender groups?
Following this line of thought one comes across age/gender discrimination in the workplace very quickly?
Will we hear "Why is no-one from the 150-200 support desk ever promoted?!?"

As said above, the idea is flawed, the idea of a support desk is to support and resolve queries and those queries should be the same regardless of age/gender.
If your support staff or even your managers are saying otherwise look at your staff, your product or your documentation.