
Convoso CPO on the Rise of AI-Powered Answering Machine Detection (AMD) in Call Centers

In his article “AI Advances Answering Machine Detection” published in destinationCRM, technology writer Phillip Britt, explores how artificial intelligence is revolutionizing outbound call center technologies, particularly with innovations in answering machine detection (AMD).
Convoso CPO and Co-Founder Bobby Hakimi provided valuable insights into the advancements and benefits of modern voicemail detection and AMD systems. Below are excerpts from the article featuring his remarks.
Hakimi explains that current AMD technology "analyze[s] voice patterns, pauses, and other audio cues in real time, offering unprecedented accuracy and speed." He notes that "deep learning models enhance detection by learning from vast datasets, while noise-filtering technologies improve performance in diverse environments."
The impact of AI on AMD accuracy is significant. Hakimi states, "At Convoso, we have a lot of data to tell us if we have detected a new type of answering machine or something strange, like calls picking up, then ringing, which shouldn't happen, or something else, like a message that the number is no longer in service."
Regarding the timing of AMD, Hakimi explains, "We typically wait up to 18 seconds before detecting if it's voicemail and whether to hang up on the call." This approach balances efficiency with the possibility of human intervention.
Hakimi emphasizes the importance of AMD in modern call centers: "The evolution of AMD has been fueled by the growing pressure modern sales and marketing teams feel to connect with more customers with greater speed and efficiency while avoiding compliance risks. AMD helps modern call centers meet these challenges and is essential to their technology stacks."
Hakimi also highlights the cost-effectiveness of AI-powered AMD: "The AI has a cost associated to it, but [the cost] is significantly lower than having a dedicated agent listening in. The cost of the AI is pennies compared to what it would cost for a human body to listen in in real time."
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About destinationCRM
From the editors of CRM magazine, destinationCRM is dedicated to providing Customer Relationship Management product and service information in a timely manner to connect decision makers and CRM industry providers now and into the future.
About Phillip Britt
Phillip Britt is a freelance writer based in the Chicago area. He can be reached at spenterprises1@comcast.net.