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Looking for best practices to improve AMD accuracy and reduce voicemail rate

  • 1.  Looking for best practices to improve AMD accuracy and reduce voicemail rate

    Posted 8 hours ago

    Hi everyone,

    I'd like to get some feedback from the community regarding AMD behavior in Genesys Cloud, specifically using Call Analysis Response with Adjustable Live Speaker Detection.

    We have tested all available levels:

    • Low
    • Medium
    • High
    • Disabled.

    Across all configurations, we are still experiencing:

    • A consistently high voicemail rate
    • No significant improvement when switching between detection levels
    • Cases where live answers are still missed or delayed

    Have you experienced similar behavior where adjusting Live Speaker Detection levels does not significantly improve results?

    If so:

    • How are you handling this in real scenarios?
    • Did you find any combination of settings or strategies that actually helped?
    • Or did you conclude that this is a limitation of AMD and accept a certain level of inaccuracy?

    Any real-world experiences or recommendations would be greatly appreciated.

    Thanks in advance!

    Diego.


    #Uncategorized

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    Diego Martínez
    NA
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  • 2.  RE: Looking for best practices to improve AMD accuracy and reduce voicemail rate

    Posted 5 hours ago

    Hi Diego,

    We had a similar issue in the past.
     
    In our experience, changing the "Adjustable Live Speaker Detection level" by itself does not always produce a major improvement in AMD results. The setting mainly changes the balance between speed and accuracy. Genesys documentation also notes that as the level increases from Disabled to High, detection becomes faster, but live voice and answering machine detection accuracy can decrease.
     
    Because of that, we usually treat AMD as a probability-based feature rather than something that can be tuned to 100% accuracy. There will always be some false positives, false negatives, and delayed live-answer detection, especially with mobile voicemail greetings, carrier messages, call screening, short "hello" responses, background noise, and different regional voicemail behaviors.
     
    One thing that did help in our case was adjusting the "Call Analysis Language", which is a campaign-level setting, to match our actual spoken language. After aligning that setting, the complaints related to AMD behavior decreased.
     
    I hope this information is helpful, since in our case this was the change that helped reduce the complaints.


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    Elisson Fernandes
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    Original Message


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