What is PowerDialer with AI Human Detect?
PowerDialer with AI Human Detect is an upgrade option for the Kixie PowerDialer that allows agents on your account to start a PowerDialer session dialing one or multiple simultaneous lists of leads where they will bypass answered calls where a voicemail or IVR phone tree is detected. Human Detect uses AI and machine learning to recognize voice and speech patterns to understand the difference between a real person and a machine.
The result is your agents spending less of their valuable time waiting to leave a voicemail or hanging up to start dialing again when they could be having meaningful conversations with your customers and making connections.
How many numbers are dialed at a time?
AI Human Detect dynamically adjusts the amount of dialed numbers dialed at a time using machine learning based on current and past session data. Unlike fixed-number PowerDialer tiers, it optimizes the amount of numbers dialed to maximize answered calls and connections while skipping voicemails.
How can I go back to dialing a fixed amount of numbers at a time?
AI Human Detect can be enabled or disabled while not in a current PowerDialing session at any time by toggling the switch on the PowerDialer screen.
When disabled, PowerDialer will revert to the settings applied at the individual PowerList layer for how many numbers to dial at a time. To review this setting for each PowerList, click the Edit icon next to any PowerList on the Manage > PowerLists page of the Kixie dashboard.
Can I control whether Human Detect is on or off?
Yes. When the Human Detect feature is enabled on your account, you will notice an On/Off toggle on your PowerDialer window to the right of the Start and End session buttons.
When toggled on, your PowerDialer session will automatically detect calls that were answered by a human or a machine and skip calls that are answered by a machine.
When toggled off, your PowerDialer session will continue to call groups of numbers from your PowerLists and connect you to the first answered call in a given group of numbers dialed.
Please note, you must end any session currently in progress in order to toggle Human Detect either on or off.
How will I know that I'm connected to a call?
While in an active PowerDialer session with Human Detect turned on, a green "dialing" window is displayed over the Session tab as a visual indicator that numbers on your subscribed PowerLists are being dialed by the system in the background. Once a call is answered where a human voice is detected, PowerDialer will hide the green dialing window and connect you to the call.
We recommend keeping the PowerDialer window in view on your computer while waiting for a human answered call so you are ready to begin speaking as soon as a call is connected.
Keep in mind: the person you are connected with has already answered the call and began speaking; once you're connected to the call in PowerDialer, you can begin your end of the conversation as if you've already heard the person answer and say "hello."
How does Human Voice Detect handle PowerLists with conditional rules?
PowerLists can be setup with conditional rules regarding ownership of a contact in your connected CRM along with other settings. These conditions still apply while dialing a PowerList with Human Voice Detect turned on.
What is the Timeout Duration setting?
With AI Human Detect, you have the flexibility to optimize for a quicker answer time or for increased accuracy when determining whether an answer is made by a human or a voicemail or phone tree.
The Timeout Duration is a length of time, in seconds, that determines when AI Human Detect will make a final "decision" about whether an answered phone call is a human or not and connecting that call with an agent.
Choosing a longer duration increases the accuracy of the AI Human Detect capability. A shorter duration reduces the time a human answering a call waits before being connected to an agent.
With Human Voice Detect turned on, I am still get connected to voicemails?
If your Timeout Duration settings are set to a low number, AI Human Detect may wind up being unable to make a more accurate confirmation about whether an answered call is a human or a machine. This trade off may be desirable by your team if you prefer having a shorter time period before an answered call is routed to an agent. In our tests, we have found that accuracy increases significantly with a minimal delay for answered calls when the Timeout Duration is set to 3 seconds.