Simulated Experiences of an Elderly Customer's "Hearing Perspective"

Now that we have an elderly society, companies are required to update their response skills with respect to the changes in their customers.

It is very important that the uttered content is transmitted to the other party, because it cannot be conveyed by actions such as expressions or gestures especially in non-face-to-face communication situations such as call centers. However in reality, senior customers have difficulty hearing the voice from the phone or may have misheard what was said. If these conversation problems become longer than necessary due to such hearing problems, customer satisfaction may be reduced and sales opportunities may be lost.

With this background, TMJ co-developed “Gero Talk” with Otodesigners Co., Ltd. “Gero Talk” is a voice simulation tool that allows operators to do a self-check on their voices.

Operators can become aware of the improvement in the response by experiencing how their voice sounds to “a customer whose hearing has diminished with age.”

• The diagnostic result displays the sound spectrogram image of the voice and the simulated hearing loss.
• The score is displayed on the upper right of the scoring graph.