For call centers hoping to get the most out of their outbound campaigns, understanding AI AMD and how it can integrate with CCaaS platforms can be a game-changer.
What is AMD?
Think of AMD like the noise-canceling headphone of your call center – it filters out the background noise of voicemails and automated responses, leaving only the real calls for agents.
Used mainly by outbound call centers in conjunction with predictive dialers, AMD incorporates signal analysis, waveform detection and machine learning algorithms to identify whether a call has been picked up by a live person or an answering machine. Once the call connects, traditional AMD analyzes every audio cue possible: speech patterns, pauses, tones, specific frequency signals, and anything else can distinguish a human and machine.
AI-powered AMD takes it a step further. It uses advanced algorithms to dive deeper into a bigger pool of real-time audio patterns. It learns from huge sets of call interaction data by recognizing subtleties in tone, pauses, background noise and speech nuance to predict at a much more accurate level. And the more calls it analyzes, the more it learns – AI enables it to hone its decision-making abilities, resulting in fewer false positives and more live connections.
AI AMD is the solution to eliminating non-productive calls and maximizing time spent engaging with actual customers.
Benefits of AI-powered AMD in call centers
AMD offers a wealth of benefits for call centers. Let’s look at the biggest ones:
#1 Time efficiency
AI AMD filters out any calls that go to voicemail, allowing agents to avoid the wasted time associated with listening to automated messages. AMD’s quick detection of machines means agents spend more time on live calls, increasing their answer rates and significantly boosting the number of meaningful interactions they have per day.
#2 Better accuracy
Machine learning algorithms are experts at detecting subtle patterns in audio cues, far beyond the traditional methods. They’re far more accurate at differentiating between human voices and voicemail messages, which reduces instances of false positives, or live calls being mistakenly marked as a machine or vice versa. AI AMD gives agents the best chance at reaching real customers.
#3 Cost savings
Thanks to AI AMD’s enhanced call efficiency, cost per call drops significantly. With fewer calls being wasted, call centers can handle more with fewer resources, improving campaign efficiency. It’s a more cost-effective solution for high-volume center and outbound sales teams as it allows for better resource allocation.
#4 Improved agent productivity
AI AMD frees agents up for more live calls by minimizing time spent on non-productive calls. It allows them to dedicate their time to revenue-generating conversations rather than waiting around for the phone to ring, only to be met with a voicemail system. It directly leads to better engagement rates and more efficiency workflows, which results in higher volumes of sales and customer interactions.
#5 Better CX
With agents prioritizing live interactions, customers are less likely to get unwanted callbacks or delayed responses. AI AMD enables agents to focus on actual conversations, creating a smoother journey by cutting out the frustration of missed connections or multiple calls.
AI-powered AMD by Voiso
Voiso’s custom-built, AI-driven AMD solution offers real-time detection and integrates seamlessly with our powerful call center software.
With Voiso’s AMD, call centers can benefit from:
- Over 95% AMD accuracy.
- Increased talk time by up to 30%.
- Simple, quick setup and easy integration with your existing systems.
- Effortless scaling with consistent performance across varying call volumes.
- Continuously updated algorithm with improved detection accuracy that easily adapts to new types of answering systems.
Talk to us today to find out more about Voiso’s AI-powered Answering Machine Detection.
