LumenVox speech products (CPA & AMD)
CPA / AMD
Overview
LumenVox’ next-generation Call Progress Analysis (CPA) software usage of voice Activity Detection (VAD) and AMD is a groundbreaking alternative to traditional AMD (Answering Machine Detection). CPA empowers businesses to successfully reach and engage customers in real-time with relevant outbound messages.
LumenVox CPA leverages the strength of LumenVox signal processing and speech recognition to accurately determine whether a human or machine has answered the call, and in each case whether it’s a business or residence. We also leverage tone-detection technology in our AMD algorithm to detect timing when interacting with a machine. The outbound messaging application is then informed what to do next – hand-off to a live agent or leave a personalized voicemail.
Capabilities
CPA can relieve outbound call agents from 65% of calls that are unproductive, while also preventing customer frustration when answering a ‘robocall’ with no live agent present. It can distinguish between a commercial, business response or a private residence, a fax answer, and type of SIT (special information tone). Customers often want appointment reminders and time-sensitive voice notices, and CPA can determine the precise timing to deliver such a message (not too early so the beginning of the message is cutoff, or too late so the listener loses patience).
Configuration
Perfect timing and precision are core to the functionality, and partners and customers can customize the configuration for optimum results. The CPA algorithm performing speech analysis, and the AMD algorithm deciphering tones, can be used via 2 separate API calls in parallel or in any order that works for your business. Each has default settings that can be manipulated. When configuring the settings, implementors need to decide the acceptable balance between increasing CPA’s accuracy and increasing delays that responders on the line experience.