What is Answering machine detection?
Answering machine detection is a tool for call robots to reduce the need for agents to deal with calls that go to voicemail.
The audio of the first 1-3 seconds of each call is assessed, and if the system determines the call was answered by a machine, the call will automatically be disconnected. If the call was answered by a person, the call will be connected to an agent. The assessment is not perfect, and agents will still need to deal with voicemail calls occasionally, but using answering machine detection will reduce the frequency.
Note that this means the call has been active for 1-3 seconds before it is offered to an agent. If the agent is slow to accept the call, it can result in the contact hanging up.
Activating Answering machine detection
To activate Answering machine detection for one of your existing call robots, in your Admin account:
- Go to the Overview page.
- Go to the Call robots subpage.
- Find the robot you wish to update and click the Edit icon to the far right of the row for that call robot. Note that you cannot edit the settings of a call robot that is currently running.
- In the Edit call robot dialog, click the Answering machine detection drop-down list to select your preferred behaviour.
- Click the Save button.
Answering machine detection behaviour
You have several options for the behaviour of Answering machine detection:
- None: Switches off answering machine detection.
- Signaling-based: Determines if a machine answers the call based on the speed of answer. If the call is answered too quickly, it is assumed to be a machine.
The two voice-based behaviours consider several factor when determining if the voice that answers is a machine is a real person.
- Simple voice-based: Makes its decision on the fewest factors. The results are simple and predictable, but this algorithm does not adapt well to changes.
- Intelligent voice-based: Considers more factors when deciding about the calls. It is better able to adapt to changing scenarios.
- Experimental: This has the most variation in behaviour, aiming to always deliver the best results. However, changes have not been thoroughly tested in all scenarios, so the results are the least predictable.
The best results will generally come from the voice-based algorithms, although results may vary depending on your local situation. It may be worth comparing the results of the different algorithms for your situation.
Remember, when using answering machine detection, the call is connected to the contact before it is offered to an agent. It is particularly important that agents accept these calls promptly when the robot offers them.