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Deliver Superior CX with AI-Powered Answering Machine Detection

Aculab has integrated highly accurate Answering Machine Detection into telephony software: Prosody S. This presents a significant step in how businesses can deliver smarter and superior customer experiences.

Maintaining customer satisfaction is vital for ensuring the long-term profitability and success of a company. When it comes to providing customer service, efficacy and efficiency are critical. With the introduction of Artificial Intelligence (AI), companies are now looking for creative methods to improve their operations and offer better consumer experiences. The incorporation of AI-powered answering machine detection in call centres and other sectors with significant outbound communication traffic is one example of this progress.

In call centres, the conventional method for handling outgoing calls typically involves agents manually determining whether a caller has reached a real person or an answering machine. This process takes some time and is prone to mistakes, which causes delays and inefficiencies in the provision of client support.

Answer Machine Detection (AMD), had a less than ideal start. Back in 2008, Ofcom effectively banned the use of the technology due to the number of silent calls it caused. Of course since then, the technology has advanced substantially. In 2020, Aculab released AI-AMD, enhancing the traditional AMD system with a trained neural network.

About AI-Driven Answering Machine Detection

AI-AMD achieves maximum performance independent of spoken language or the underlying calling technology employed, thanks to a diverse and contemporary set of training data. Best-in-class speed and accuracy enable simple compliance with rules, like those issued by the FCC and OFCOM. Depending on how the call is answered, the technology can even indicate whether the live recipient's phone is a residential or a business number.

Aculab’s AI-AMD solution has an unrivalled accuracy of virtually 100% and identifies live human responses within 1.5 seconds - half the time of its top competitors!

The solutions’ quick response reduces any delays in connecting agents to customers, and therefore increases the opportunity for tangible business results, and superior customer satisfaction.

While the benefits of integrating AI-AMD in call centres are clear, it is essential to acknowledge and address potential challenges, such as privacy concerns and regulatory compliance. That is why Aculab ensures adherence to strict data protection regulations and maintains transparency in our usage of AI technologies.

The integration of AI-AMD represents a significant step forward in building smarter and superior customer experiences. By leveraging advanced AI technologies, businesses can streamline operations, enhance customer satisfaction, and drive efficiency and productivity in their customer service endeavours. As AI continues to evolve, the potential for innovation in customer service delivery will only continue to grow, promising a future where interactions between businesses and customers are more intelligent, seamless, and rewarding.

AI-AMD is available on-premise or on Aculab Cloud. Sign up or request an Evaluation License to get started!

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The End of the PSTN in the US

As the technical world has evolved, so has the way we communicate. The gradual, global transition away from the Public Switched Telephone Network (PSTN) is the most noticeable change in recent years. This begs the question, is the PSTN in the US headed towards a slow end as we transition into the digital era?

The Rise and Legacy of PSTN

The PSTN has been the primary means of voice communication in the US for decades; it has allowed businesses to make calls, connecting people like never before. However, as technology advances, these systems have become increasingly outdated.

The world is rapidly going digital, with Voice over Internet Protocol (VoIP) services and mobile communication becoming the norm. These technologies offer advanced features, cost savings, and greater flexibility than legacy PSTN networks. Maintaining the aging PSTN infrastructure has become increasingly expensive with repairs and upgrades being costly and complex as equipment degrades.

What the Future Holds

While the PSTN isn't experiencing an immediate shutdown in the US, it's clear that the future of telecommunications is digital. The UK has already begun their move to VoIP with “The Big Switch Off”. As of September 2023, businesses are no longer able to acquire PSTN and ISDN connections. This will be followed by the old technology being completely phased out and switched off by December 2025.

There is a consistent requirement for more efficient and affordable communication technologies and with traditional landlines getting older every day, they cannot keep up with the advances of modern-day technology. It’s a bittersweet goodbye to this legacy equipment; modernising these networks paves the way for future developments of communications leaving you with more flexibility, cost savings and advanced features that the PSTN could only dream of.

What to Consider

If you're still using traditional landline services, it may be time to consider your options. Here are a few things to think about:

• Do you wish to continue to use existing legacy systems?
• What is your plan for maintaining connectivity to current systems?
• Will you transfer existing phone numbers?
• How will you take advantage of the additional functionality and flexibility offered by more recent IP-based systems?

Innovative companies like Aculab are shaping the future of telecommunications. You won't be required to replace your current systems since Aculab offers the GIII gateway, which is optimised for SS7 to SIP interworking. It expands user access to apps, facilitates VoIP and TDM migration, and enhances current core network infrastructure due to its capacity of up to 32 T1s. GIII is the solution to help your business prepare for the next generation of telephony networking, without having to get rid of your outdated hardware.

Alternatively, we offer an enterprise gateway with up to 4 T1s called ApplianX. It provides supplemental services between SIP and QSIG, as well as supporting NI2 and a wide number of CAS variants, allowing your business to bridge between various TDM and IP systems.

In Conclusion

Although the PSTN is not undergoing an immediate shutdown in the United States, its role in modern communications is shrinking. The future of technology is fast evolving and it is important to embrace these new technologies before it's suddenly too late. By understanding the process and preparing ahead of time, businesses can seamlessly transition to VoIP and continue to enjoy reliable and innovative communication services.

Learn more about GIII and our gateways

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