Voximplant allows developers to detect voicemail via the AI module.
This feature can be helpful if you want to distinguish if you reach a live person or a pre-recorded voicemail prompt during an outbound call and behave differently, for example, play a pre-recorded message and leave it in the voicemail inbox.
As voicemail detection is based on artificial intelligence, it improves constantly, providing better service with time.
Let us start with a simpler scenario: an agent calls customers with a call list and when AI detects a voicemail the agent sends some pre-recorded mp3 message to the inbox. Here is the scenario code for this case:
In case of predictive dialing, we do not rely on a live person to detect voicemail, since it is an automated process and we do not want to waste call center agents' time. Since voicemail systems behave differently it is not possible to offer 100% warranty in case of automated voicemail detection, but we made our best and implemented number of adjustable subsystems that help with the process.
We use the same detectVoicemail function to analyze audio stream in both pre-connected and connected states of a call. The handlers are the same as in the Power dialer example:
When AI detects a voicemail, the corresponding variable is set to true, otherwise, it is set to false. A developer can make a decision depending on the data while forwarding a call to a free operator via Smartqueue and CallList modules for predictive dialing.