The client needed a way to reduce outbound calls hitting voicemail, improve call productivity, and cut recurring telecom costs while ensuring only live calls reached agents.

• High percentage of calls reached voicemail boxes.
• Agents wasted hours leaving voicemails or redialling.
• More than 20 agent hours per week were lost to unproductive calls.
• No system to distinguish a human response from a machine in real time.

Viva Voice AI Answering Machine Detection

Viva Voice AI identified live calls within the first seconds of dialling and filtered out machines:

Key Features

• Analysed the first 1–2 seconds of audio to detect voicemail vs human voice.
• Identified spoofed voicemail systems using audio-pattern recognition.
• Instantly routed live calls to agents for productive engagement.
• Automatically dropped voicemail calls or triggered optimised pre-recorded messages.

Result:
A significant reduction in wasted call attempts, lower telecom expenses, and improved agent productivity through a cleaner calling pipeline.