AI AMD: Cutting off Autoresponders and Optimizing Contact Center Resources at Once

Optimal resource allocation plays a crucial role in every business, especially in contact centers, where every minute affects the overall performance. The effectiveness of a contact center largely depends on how quickly and successfully the support service responds to client requests, how the time and resources of agents and managers are planned and distributed, and how flexibly the brand uses available resources to attract and retain customers.

Understanding the common challenges and needs of contact centers, we offer a comprehensive platform with a set of tools and features to make the work of customer service smooth and productive. Today, we would like to tell you about the AI AMD service, which helps run efficient outbound call campaigns while reducing agent idle time and optimizing contact center resources.

AMD, or Answering Machine Detection, is a tool on Webitel’s platform based on software algorithms and special system settings that allows you to determine with a high probability who answered the call during dialing: a person or a robot. Within a few seconds, the system listens to and analyzes voice and sound parameters, makes recognition, and then connects with agents only those subscribers whose responses were classified as ‘human’.

The AMD feature is a great assistance in conducting mass phone call campaigns using dialers - automatic dialing programs. Different dialer types (Preview, Progressive, Predictive) available on Webitel’s platform allow you to greatly speed up ringing the large contact base and reduce agent downtime. Combining dialers and the AMD tool helps you to achieve a double win-win effect: process quickly the large amount of subscriber base and focus the team's efforts and contact center resources on serving real people, potential or regular customers.

The additional advantage of the Webitel platform is the ability to enable AI AMD, the auto-recognition functionality based on artificial intelligence. The test drive conducted by our team after service launch showed 96% successful recognitions. If you would like to try the AI AMD service on real calls, please contact us, and we will schedule a test for your company.

So, how does the AI AMD tool work? When enabling and setting the AI feature, the system performs the advanced analysis of sound parameters during outgoing calls and classifies the recognition results according to several features:

• human

• silence

• ringback

• voicemail

• other (custom option, which is configured individually according to the customer's inquiries).

Then the system connects the subscriber to the agent, plays an audio file, ends the call, or activates another service scenario, depending on the recognition results and pre-configured customer interaction schemes. The recognition results made by AI AMD are stored in the History application available on the platform. This data will be helpful for contact center managers and analysts to analyze, evaluate, and adjust service scenarios and company strategies.

The platform services allow you to configure customer service options and principles in detail when planning outbound call campaigns: you can use automated service (dialers, voice robots, IVR, chatbots), live conversations with contact center agents, or combine communication with operators and robotic service at any stage of customer interaction.

The functionality of AMD and AI AMD enables you to quickly and efficiently detect answering machines, directing contact center resources to servicing only successful calls. This approach focuses the team's attention on the effective presentation of the company's products and services and high-quality customer engagement.