Noetica – A British company, developing software products for the global contact centre market, will be at Call & Contact Centre Expo to explain how it is using artificial intelligence (AI) techniques within its Live Person Detection (LPD™) solution to reinvent answer machine detection (AMD).
Founder and CEO of Noetica, Danny Singer, will use a 30-minute presentation which will takes place in Theatre 17 on Wednesday 27th March at 1.30pm to introduce the patented LPD™ technology. Singer explains: “AMD has become a much maligned and discredited practice, but the issue of how to handle answer machines remains.” It is estimated that the annual cost of routing answering machines to live agents is in the region of £850k for a 100-seat contact centre. However, the use of traditional cadence-based AMD systems exposes the organisation to regulatory penalties and for this reason these have largely been switched off by most responsible outbound operations.
AI techniques employed by Noetica’s LPD™ solution pave the way for outbound contact centres to filter out answer machines with confidence. LPD™ uses real-time AI techniques to decide whether a person is present, or it is a machine of any kind by using the actual voice of the agent that the call is about to be routed to. If a live person is detected the call is automatically routed to the agent whose voice was used by the AI interaction. Singer adds: “The Noetica’s LPD™ solution has been rigorously tested and has proven to achieve 0% false positives and absolute zero silent calls. Combine this with the efficiency saving and you now have a method that contact centres can use with total confidence.”
Noetica will also be exhibiting its comprehensive range of contact centre software on Stand 524, including its agent productivity tools (Synthesys™), advanced outbound technology (SmartBound™) and voice platform (NVP™). The Call & Contact Centre Expo takes place on 27th and 28th March 2019 at ExCel in London. To register visit: www.callandcontactcentreexpo.co.uk