Less time lost to voicemail

Why we built it

Outbound collections runs on limited windows. State rules govern when you can call and how often you can attempt a consumer, so every connected minute is worth protecting. Yet more than 82% of proAgent's outbound calls reach a voicemail greeting, not a person.

proAgent used to rely on its main AI model to recognize voicemail. That was expensive, and it was slow. By the time the model worked out it was listening to a recording, the agent had often started talking to the machine. Each of those calls used up agent capacity, AI processing and voice generation that should have gone to a consumer who actually picked up.

How it works

proAgent now has Answering Machine Detection (AMD), a dedicated detector that runs alongside every outbound call.

• AMD works separately from the conversation, so it doesn't slow the agent down on calls that reach a person.
• It listens for the patterns of a voicemail greeting and ends the call 0.5 to 1.5 seconds after the greeting finishes, about 8 seconds into the call on average.
• In testing, AMD caught 95.9% of voicemails, and 96.5% of the calls it flagged really were voicemail. It rarely hangs up on a real person.

What you get

Dialing time goes to the consumers who answer. The same campaign reaches more live people in the same hours, and each live contact costs less to make. For one high-volume customer, that hands back about 16 agent-hours of calling time every day.

AMD is live on proAgent outbound campaigns. Talk to your Prodigal team member about turning it on for your outbound agents.