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 how a call is "answered", 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..”) vs. live person vs. another AI assistant, etc. It can also detect what language is being used by a live person or automated message.

The agent produces structured output, listing the results of its detection. The output indicates how the call was answered and the language (more details are provided below).

 

Channel Compatibility

Only applicable for outbound phone calls.

 

Use Cases

If an appointment reminder call was being made, the agent identifies if a live person or other service 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 “GPT4o-mini” model, the default for this specific use case and agent type.

 

Configurations

None

 

Important Data Identified in the Structured Output

The following values are captured by the agent:

  • type: How the call as "answered".

    • Options include: live person, voicemail available, voicemail full, out of service number, AI assistant, or other.

  • language: The language used by the live person or automated message.

    • Options include: English, Spanish, French, and German.