OS has changed the way it handles voicemail, and many call classification systems can’t keep up with this update.
The latest iOS update introduced a feature that allows the device itself to function as an answering machine. Now, it plays voicemail messages without carrier intervention. Because of this, many call classification systems fail to distinguish this type of response from an actual human answer. As a result, contact centers transfer unproductive calls to agents, leading to unnecessary costs and reduced operational efficiency.
Additionally, without an automated and adaptable solution, contact centers face longer queues, inefficient call handling, and decreased productivity. The best way to address this issue is by adopting solutions that leverage artificial intelligence and continuous learning. This way, systems can recognize both traditional carrier voicemail and the new iOS-based answering machine with minimal human intervention.
How does the iOS answering machine impact contact centers?
- First, agents spend more idle time because unproductive calls reduce the volume of effective interactions.
- Second, operational costs increase, as transferring non-productive calls directly affects telecom expenses.
- Lastly, companies must frequently make manual adjustments since dialers and classifiers don’t easily recognize this change.
Khomp Analytics: the solution to the iOS answering machine issue
Khomp Analytics is an advanced call classification system that overcomes these challenges with high precision and adaptability. Unlike conventional solutions, Analytics uses artificial intelligence and machine learning to identify not only traditional carrier voicemail but also the new iOS-based answering machine.
- First, Analytics detects human-answered calls and automatically filters out voicemail, including iOS-based ones.
- Additionally, its advanced algorithms continuously learn and adjust classification without requiring a specialized professional.
- Another key benefit is that it prevents unproductive calls from being forwarded to agents, optimizing efficiency and reducing telecom costs.
- Finally, Analytics offers simplified integration, ensuring compatibility with different platforms and contact centers for easy deployment and quick results.
Why the right technology prevents service failures
The new iOS feature has introduced an unexpected challenge for contact centers relying on call classification systems. If these systems are not properly adapted, they will route unnecessary calls to agents. This, in turn, increases costs and impacts productivity.
Fortunately, Khomp Analytics effectively solves this problem. With a flexible, AI-powered system, it ensures that only calls genuinely answered by humans are passed to agents. As a result, resources are optimized, and operational efficiency improves significantly.
If your contact center seeks maximum accuracy in call classification, Khomp Analytics is the ideal choice.