Answering machine detection (“AMD”) for a contact center by using AMD meta-data

摘要

Answering machine detection (“AMD”) processes in a contact center are improved by obtaining and storing AMD meta-data about a known greeting from an automatic voice messaging capability (“AVMC”) on a telephone call to a known number. The AMD meta-data is used in subsequent calls to that known number and the greeting detected is analyzed using the AMD meta-data to make a comparison determination if AMD meta-data obtained from the current greeting matches that stored so as to determine whether the current greeting originated from an AVMC or from a live person. In certain embodiments, a real-time speech analytics (“RTSA”) system is used for processing the greeting to obtain the AMD meta-data which is stored and used when comparing subsequently obtained AMD meta-data. Calls to telephone numbers for which there is no stored AMD meta-data results in analyzing the greeting in order to obtain and store AMD meta-data.