Voicemail Detection Agent

The Voicemail Detection Agent is helpful for a very specific purpose – determining if the live person answers a call or a voicemail.

 

Agent Methodology

In contrast to other agent types, the Voice Detection Agent doesn’t interact with a user. There is a no back and forth messaging, with user messages and AI agent responses being shared back and forth. In fact, this agent type never provides an AI Response.

The agent determines if a live person or voicemail answers a call, empowering you to then customize the user experience based on which option it detects.

Using a Small Language Model (SLM), the agent can distinguish when a voicemail box is reached (e.g., it hears key terms like, “You’ve reached three zero three..”). It can also detect if a live person or mailbox is using English or Spanish (at this time other languages are not supported).

The agent produces structured output, listing the results of its detection. The output indicates if the call was answered by a live person or voicemail, and the language (English or Spanish).

 

Channel Compatibility

Only applicable for outbound phone calls.

 

Use Cases

If an appointment reminder call was being made, the agent identifies if a person or voicemail answers the call.

The experience is then tailored (via SmartFlows or a different agent) depending on which option is detected. For example, if a live person answers, the agent might say: “This is a reminder for your appointment. To confirm, please say ‘confirmed’. To reschedule, please say ‘reschedule’”. But if a voicemail answers the call (detected when the agent hears, “Your call has been forwarded…” or a similar message), the agent might say: “This is a reminder for your appointment… please give us a call back if you need to reschedule or cancel”.

 

Model

Use the “intelepeer:vm_detection” model, customized for this specific use case and agent type.

 

Configurations

None