We are operating a high-volume predictive dialer campaign. The Outbound routing is configured to transfer live voice to our sales queue, and answering machines to an Architect Outbound Call Flow to play a pre-recorded message. However, we observe a 15 percent false-positive rate where live customers are routed to the Architect flow. The AMD engine evaluates background noise as an answering machine greeting. We cannot disable AMD. Are there specific Architect settings or dialer configurations to reduce false-positives for answering machine detection?
Hey! We had this exact same problem last month when we started a new campaign. If the customer answers the phone from a noisy place like a car or a busy street, the genesys AMD engine thinks it is a long voicemail greeting and just dumps them into the Architect flow. What we did to fix it was lower the ‘Maximum Greeting Time’ setting on the campaign configuration.
Also make sure your ‘Speech Threshold’ is not set too low, otherwise literally any background noise triggers the machine path. Good luck with the dialing!
In my experience migrating campaigns from NICE CXone, the default Genesys Cloud AMD settings are highly sensitive. To reduce false-positives, you must adjust the ‘Silence After Greeting’ parameter. If the customer says ‘hello’ and the background noise continues, the engine fails to detect the required silence gap.
Additionally, you should review your Architect Outbound Flow. As a failsafe, you can implement an ‘Ask for Boolean’ action at the very beginning of the machine flow asking ‘Are you there?’.
If a live person responds, you can transfer them back to the ACD queue.