Gender, Age, and Language Variation in Virtual Assistant Communication

Abstract

This study examines the role of gender and age in shaping language variation among virtual assistants (VAs) in client communication within digitally mediated work environments. Using a quantitative descriptive design, structured survey data were collected from 12 virtual assistants (n = 12) working in a call center in Dipolog City, Philippines. The study investigates how VAs adjust their language based on clients’ gender and age, their preferred communication styles, and their perceptions of client responses relative to their own demographic characteristics. Results show that 58.3% of respondents adjust their language based on client age, while 33.3% consider both age and gender; notably, 0% reported gender-only adjustment. In terms of communication style, 66.7% prefer a professional but friendly approach, while 33.3% adopt a more formal and structured style. Regarding perceived client responses, 50% of respondents believe that client behavior varies based on gender, while the remaining 50% report no noticeable difference; no respondents identified age-based differences in client responses. These findings indicate that age is the most salient factor guiding linguistic adaptation, whereas gender plays a more implicit role in shaping perceptions of interaction. The study contributes to Sociolinguistics and digital workplace communication by providing empirical evidence on how social variables influence language use in professional, technology-mediated contexts. The results have implications for communication training and inclusive practices in the growing virtual assistance and outsourcing sector.