Answering Machine Detection

Last modified: 17 October 2023

amd_not_available

Person or phone number is not available. Examples:

The person you are trying to reach is not available
The number you have dialed is not in service. Please check the number and try your call again. Thank you.

amd_no_voicemail

Person has no voicemail, or voicemail is not able to receive new message Examples:

Sorry. But the person you called has a voicemail box that has not been set up yet.
I'm sorry, the person you were trying to reach has a voicemail box that has not been set up yet. Please try your call again later. Goodbye.

amd_answering_machine

Answering machine was detected Examples:

Thank you for calling Some Name. Your call may be recorded or monitored for quality purposes.
This call may be recorded for quality assurance purposes
This call may be monitored or recorded for. Quality and training purposes. For more on how we handle your personal...

amd_ivr

IVR (Interactive Voice Response) was detected Examples:

For Technical Support press 1.
Thank you for calling Company Name. For customer support. Please Press 2
Please choose from the following menu option

amd_unusual_am

Not regular answering machine, or we are not sure, that it's an answering machine Examples:

I do want to hear what you have to say, but hold on.

amd_voicemail

Voicemail was detected in the phrase Examples:

At the tone, please record your message.
Hi, this is Name. Please leave a message.
Thanks for calling Some Name. Please leave a message.

amd_thank_you_for_calling

Phrases like:

Thank you for calling [Some Nane]
Thank you for calling [Some Nane]. How can I help you?

Typically most of answering machine starts with such phrases, but humans answers with such phrases too.

Beta features and NER entities

node ivr {
  do {
      var idx = 0;
      for (var button in #messageGetData("amd_ivr_press")) {
        var press = button.value;
        var direction = #messageGetData("amd_ivr_direction")[idx]?.value;
        #log({press: press, direction: direction});
        set idx = idx + 1;
      }
      // your code here
      wait *;
  }

}

For the phrase: For support press 1. For sales press 2 will log:

[sandbox] info {"press":"1","direction":"support"}
[sandbox] info {"press":"2","direction":"sales"}

amd_ivr_press

Button, that can be pressed in the IVR menu Examples:

For marketing opportunities. Press [amd_ivr_press].
Press [amd_ivr_press] now to talk to the operator. Values: 0, 1, 2, 3, 4, 5, 6, 7, 8, 9, *, #

amd_ivr_direction

An open set of directions for the IVR, like support, billing and others..

Connecting to the application

Just add "amd:v2" in dashaapp file section nlu.skills. It will look like:

{
  "formatVersion": "2",
  "dialogue": {
    "file": "main.dsl"
  },
  "nlu": {
    "language": "en-US",
    "skills": [
        "amd:v2"
    ],
    "customIntents": {
      "file": "nlu.json"
    }
  },
  "nlg": {
    "type": "phrases",
    "file": "phrasemap.json",
    "signatureFile": "phrasemap.json"
  },
  "name": "my app name"
}

Example of using in the DSL

context {
  input endpoint: string;
  output ivr_status: string? = null;
}

start node root 
{
    do //actions executed in this node 
    {
        #connectSafe($endpoint); // connecting to the phone number which is specified in index.js that it can also be in-terminal text chat
        wait *;
    }
    transitions // specifies to which nodes the conversation goes from here 
    {
        not_available: goto not_available on #messageHasIntent("amd_not_available");
        logic: goto logic on true priority -1;
    }
}


node not_available {
  do {
    set $ivr_status = "not_available";
    exit;
  }
}

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