IVR Voice Messaging AMD Explained Print

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How reliable is the detection of answering machines?

The mechanism used by the system to determine whether an automated attendant or answering machine is taking the call is known as AMD Answering Machine Detection.

We use heuristic algorithms that take into account voice tone, word speed, and other aspects to identify voicemail. This detection typically takes 1-3 seconds and has an industry-standard accuracy of between 60 and 75 percent.

When calling companies, we do not advise using the Answering Machine Detection (AMD). This is because most businesses begin their phone responses with "Hello, Joes Pizza House, how may I be of assistance, please ask about our grease wheel special," which a dialer system will mistake for an answering machine because there was no pause in the greeting like there would be with a simple "Hello". In turn the business call introduction sounds the same to a computer as a standard voicemail "You've reached Bob I'm away from my phone please leave a detailed message with your name and number and Ill return you call".

Calling customers who respond with the anticipated "Hello" and pausing for a response is the ideal way to use the AMD function. To tell if a live person or an automated system is taking the call, the system waits for that little pause in the response. However, employing this function will also increase the time it takes to connect the caller and the agent by 1-2 seconds. The system watches for that small pause in the response, and if it notices it, it will bridge the conversation with the agent. The system will assume it is an answering machine and skip over the call if there is no pause.

Do not activate the AMD if you wish there to be no wait or delay; otherwise, the system will connect the caller right away.

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