Answering machine detection - best practices

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jparnell

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  • Joined: Wed Aug 22, 2018 12:45 pm

Answering machine detection - best practices

PostWed Aug 29, 2018 1:45 pm

Hello, I am evaluating Plum for my business, and I need to understand the best method of detecting an answering machine. The goal is for a live person to hear an interactive message which they can respond to, and an answering machine to receive a message to call us back.

I've looked closely at the documentation, and I've also received an example flow from my account rep at Plum. However none of this is yielding good results, the call is still not identifying a live answer versus an answering machine.

What are the best methods of achieving good detection, that also yield a high quality user experience?

https://fuse.plumvoice.com/editor/4423/61123

Thanks
J.R. Parnell
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support

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  • Location: Boston, MA

Re: Answering machine detection - best practices

PostFri Aug 31, 2018 10:47 am

Hi,

The current best practices for callee type detection in Fuse+ are provided in our documentation:
https://www.plumvoice.com/docs/fuse/out ... -detection

The goal with this approach is to guarantee that the far end is a human and if you are not certain then it is best to treat them as if they are an answering machine. Our callee type detection algorithm also generally focuses on minimizing human false positives.

Regards,
Plum Support
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jparnell

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Re: Answering machine detection - best practices

PostFri Aug 31, 2018 10:55 am

Thanks very much for the response. If I'm understanding the best practices in the documentation correctly, this will be the user experience, correct?

This is the answering machine message a user would receive:
"Hello! This is a call from test company XYZ. Please press any button to accept this call. <pause> This is a call from test company XYZ. Please call us back at 800-995-7586, again that number is 800-995-7586."

This is the live answer experience a user would have:
<user answers, says "Hello">
"Hello! This is a call from test company XYZ. Please press any button to accept this call."
<user presses a button>
"Hello and welcome to the IVR call flow!"
<continues IVR flow>
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support

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  • Joined: Mon Jun 02, 2003 3:47 pm
  • Location: Boston, MA

Re: Answering machine detection - best practices

PostFri Aug 31, 2018 10:59 am

Hi,

You're very welcome. And yes, your understanding of the call flow is correct!

Regards,
Plum Support

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