Persona
Custom-built AI models to power faster than real-time voice analysis, identifying demographics of unknown callers - with only seconds of audio, in real time.
Persona offers the highest 'predictive' accuracy of "demographics from voice" commercially available. Activate customer segmentation strategies -with unknown callers- to enable and optimize upselling, cross-selling and customer service at your In-house Call Center, Customer Care Call Centers, or via your Workforce Management, Dynamic Coaching or Scripting providers and Business Process Outsourcing firms.
Key Features
Physiology, Not Speech Based
Voice communicates so much more than words; holding critical information distinctions, micro-features, and bio-markers unavailable elsewhere
Real Time
Works with only a few seconds of voice. Five seconds of speech with insights before the sixth
Highest Predictive Accuracy
Our commitment to quality results in unwavering. We do not release capabilities until we achieve better than 'state of the art' results (including, where we can, testing against other solutions). In addition, our products signal our confidence in each result we provide
Seamless Integration
On premises deployment or via the largest cloud-based Platform as a Service (SaaS) and Contact Center as a Service (CSaaS) providers
Easily Scalable
Simple code and processes means Persona is ideal for a hundred calls a month or a million
Price Competitive
The most economically viable way to glean actionable insights about callers from the first interaction
Optimize Upselling and Cross-selling
Knowing your customers while you have their attention provides new opportunities to serve them
Language Agnostic
Because we are listening for the anatomical and physiological traits revealed through voice, our products work in any language and can be deployed around the world
How Persona Works
An inbound call is answered by the agent or IVR
The agent or the IVR/IVA prompts the caller with a question (e.g. "how can I help?")
Via its API, VoxEQ analyzes the callers voice in the first seconds of the call
In real time, Vox EQ's Persona tool provides the agent with predictive demographics (e.g. age, gender, other) of the caller - based on their voice
The agent continues with the caller, equipped with information that helps them optimize customer service outcomes and more relevant upsell or cross-sell opportunities
FAQs
A few of our most common question but please reach out for more detail.
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Can I use Persona to help me better match callers to agents that might be a better fit for assisting them?
Yes. Persona can be used to pair agents with strengths that may be better aligned with certain callers? For example, research shows that people over 50 years old with technical questions are more comfortable talking about their questions with those in the same cohort. Additionally, knowing information about the caller can enable more accurate 'script matching' to
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How is Persona different than services that claim to offer 'mood' or 'emotion' insights about the caller?
Persona provides information of the caller that others services don't. For example, knowing that the caller is a millennial female provides actionable information that can drive better agent and script matching for improved customer service outcomes and faster handling times.
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We use cloud-based services. What platforms are you on?
We are easily integrated into workflows via real-time API, including through the two leading cloud-based CCaaS platforms, Genesys and Amazon Connect.