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Noetica Gains Patent for Live Person Detection in Automated Calls
Noetica, a software company specializing in the development and delivery of global customer contact systems, is working to eradicate silent calls and recently announced it was granted a patent for Live Person Detection (LPD) in an Automated Calling System.
The British, London-based company was granted patent 2802133 by the The European Patent Office and says it’s using real-time artificial intelligence-powered technology to detect answering machines at the predictive dialer level - before an agent is connected.
Responsible use of auto dialers is a key focus for the company. Its SmartBound Initiative, which this new offering is a part of - allows contact centers to remain compliant with regulations while maintaining a high success rate. It also is focused on ridding the industry of silent and abandoned calls as well as telephone harassment and other bad practices.
Silent calls plague the call center industry in both productivity losses and high outbound calling costs. Combating this starts with using Answer Machine Detection (AMD (News - Alert)) technology again. In many cases the past use of this technology was inaccurate and lead to high false positives for calls. With the new LPD patent, it will be possible to remain compliant with rules while reducing the chances for silent calls.
“The moment contact centres switched off their AMD the costs of outbound campaigns increased by as much as 35 percent. By using AI techniques, LPD has none of the inaccuracies of outdated and outlawed AMD systems, with silent calls not only being completely eradicated, but also the infuriating two plus seconds of initial silence often associated with AMD,” said Noetica founder and CEO Danny Singer.
Edited by Maurice Nagle