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1. Description
AMD determines whether a human is talking to you or a robot. It checks various voice parameters (Fig. 1) specific to the recording.
It consists of the Use AMD switch (Fig.1).
or a robot is talking to you
Fig. 1. AMD tab if Use AMD switch is off
The check is not performed if the switch is in the off position.
Recognition is done by checking various voice parameters specific to the recording. The parameters become available when the Use AMD switch is on.
If the Use AMD switch is on, the tab consists of the following elements (Fig.2):
- Use AMD;
- Artificial intelligence;
- Transfer NOTSURE to an agent.
Fig. 2. AMD tab if Use AMD switch is on
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1.1. Use AMD
The switch is responsible for enabling and disabling AMD autodetect.
Image Removed Image Added - the autodetect is enabledis disabled;
Image RemovedImage Added - the autodetect is disabled is enabled (Fig.2 or Fig.3, corresponding to the position of the Artificial intelligence switch).
1.2. Artificial intelligence
The switch that is responsible for enabling and disabling artificial intelligence, according to the position of the switch:
- artificial intelligence is on;
- artificial intelligence is off.
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It is not configured within the standard settings of the Webitel system. If you would like to set up artificial intelligence, you can contact the manager. |
If artificial intelligence is enabled, the tab consists of the following elements (Fig.3):
- Use AMD;
- Artificial intelligence;
Positive labels;
Fig. 3. AMD tab if Artificial intelligence switch is on
1.2.1. Use AMD
The switch is responsible for enabling and disabling AMD autodetect.
The description corresponds to the data in paragraph 1.1.
1.2.2. Artificial intelligence
The switch that is responsible for enabling and disabling artificial intelligence,
The description corresponds to the data in paragraph 1.2.
1.2.3. Positive labels
Artificial intelligence can determine what we receive from the Subscriber into the following options:
- hyman;
- silence;
- ringback;
- voicemail - voice recording, e.g., answering machine.
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It is possible to set your own option, but additional settings are required to define it. |
You can choose which results you'd like to continue working within this field.That is, when receiving the definition specified in this field from artificial intelligence, the connection switches to IVR.
The call ends when artificial intelligence has determined an option not selected in this field.
The History application displays how the call was recognized.
The determination takes place over time, the amount of which is configured separately on the side of artificial intelligence.
1.2.4. Playback file
You can select a file that artificial intelligence will play during recognition in this field. For example, a soundtrack can call the Subscriber to make a speech.
The file can be selected from the options available in the Media files section.
Here enter the maximum number of words in the greeting. It is considered a robot if more than indicated words are spoken.
The minimum pause (silence) between words is indicated to determine the following expression (in milliseconds).
This field enters the maximum word length in milliseconds.
Here enters the minimum duration of a continuous voice sound in milliseconds.
Here enters the maximum time allowed to recognize if it is a human in milliseconds.
Here enters the maximum duration of silence between words in milliseconds.
Here enters the duration of silence after the greeting in milliseconds. If the entered value is exceeded, then consider a human.
Here enters the maximum length of the greeting in milliseconds. If exceeded, then consider a robot.
Here enters the maximum duration of silence before the greeting in milliseconds. If exceeded, it is considered a robot.
1.12. Transfer NOTSURE to an agent
The switch is responsible for redirecting to an Agent of the Member that the auto detector could not recognize, according to the position of the switch:
- redirect to an Agent;
- do not redirect to the Agent.
When the switch is active, another switch is available - Transfer silence to an agent (Fig. 4).
The Transfer silence to an agent switch is responsible for redirecting the call to the Agent if the auto detector has made a definition of silence.
Fig. 4. Transfer silence to an agent switch
2. Opportunities
2.1. Change to autodetect options
Goal | Change, for example, Maximum number of words |
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Result | Data saved. |
2.2 Enable autodetect in the Queue
Goal | Enable autodetect in the Queue |
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Preconditions |
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Steps |
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Result | Data saved. |
2.3 Enable redirection of unidentified Members to an Agent
Goal | Enable redirection of unidentified Members to an Agent |
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Preconditions |
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Steps |
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Result | Data saved. |