Voicemail

The “Voicemail” tracker detects moments in a conversation indicating that the call reached an automated voicemail system or that a voicemail message is being recorded. Understanding these occurrences helps teams assess call handling efficiency, measure the frequency of unanswered calls, and improve strategies to reduce missed connections.

Who Benefits:

• Project Managers & Team Leads: Understand how often calls go unanswered and land in voicemail, guiding improvements in staffing or callback policies.
• Sales & CX Teams: Identify potential missed opportunities when customers leave messages, enabling timely follow-ups and improved lead management.
• Business Managers & Strategists: Spot trends in voicemail occurrences, informing changes to call distribution methods, automated systems, or self-service tools.
• Compliance Officers: Ensure that voicemail greetings and instructions comply with legal and policy requirements, maintaining transparency and trust.

Value Proposition:

• Operational Insight: Highlighting voicemail scenarios reveals where processes might need refining to reduce unanswered calls.
• Efficiency: Structured JSON output integrates into dashboards, supporting data-driven decisions about staffing, scheduling, or self-service options.
• Continuous Improvement: Understanding voicemail patterns guides iterative enhancements in call routing, callback protocols, and messaging strategies.

Data Dictionary

Objective:

Detect phrases or indications in the conversation that the call reached voicemail or an automated message was left. The tracker returns occurrences of matched phrases, along with timestamps and confidence. This data assists teams in gauging call outcomes and missed contact opportunities.

Proposed JSON Schema:

{
  "trackers": [
    {
      "name": "Voicemail",
      "matches": [
        {
          "text": "<string>",
          "timestamp": "<ISO 8601 or relative time>",
          "confidence": <number> // 0.0 to 1.0
        }
      ]
    }
  ]
}

Data Dictionary:

If No Matches Found:
If no voicemail references are detected, return an empty matches array for "Voicemail" or omit the tracker. If no trackers match at all, return:

{
  "trackers": []
}

Determining Confidence & Thresholds

How the Voicemail Tracker Works:

• Seed the tracker with phrases related to voicemail scenarios (e.g., "You've reached the voicemail of," "please leave a message," "this call has been directed to voicemail").
• The system generalizes these phrases to identify semantically related statements in the transcript.
• Confidence indicates how closely the detected phrase represents a voicemail scenario.

Confidence & Calibration:

• Initial Testing: Validate against known calls to ensure detected phrases truly represent voicemail instances.
• Refine Phrases: Add or remove seed phrases as call handling practices or voicemail scripts evolve.
• Thresholding: Downstream users can filter out low-confidence matches if necessary.
• Stakeholder Feedback: Involve CX leads or compliance teams to refine what qualifies as a voicemail mention based on policies.

Prompt Construction & Instructions

Role Specification & Reiteration:

• Present the system as a “highly experienced assistant” identifying voicemail scenarios.
• Reiterate instructions: return only JSON, follow schema, no extra commentary.

No Hallucination:

• Only detect voicemail mentions if the transcript supports it.
• If uncertain, assign lower confidence or omit matches.

Strict Formatting:

• Return only JSON with trackers.
• If none found, return empty trackers.

Example Prompt for Implementation

System Message (Role: System):
"You are a highly experienced assistant that identifies 'Voicemail' mentions in a conversation. You have:

• A transcript
• A 'Voicemail' tracker defined by seed phrases indicating the call has gone to voicemail.

Your task:

1. Detect phrases suggesting the call reached voicemail or a voicemail message is prompted.
2. Return text, timestamp, and confidence.
3. Return only JSON as per the schema, no extra commentary.

Instructions & Variables (example):

{
  "tracker": {
    "name": "Voicemail",
    "phrases": [
      "You've reached the voicemail",
      "please leave a message",
      "this call has been forwarded to voicemail",
      "no one is available to take your call"
    ]
  }
}

User Message (Role: User):
"Analyze the following transcript and detect 'Voicemail' mentions:

[TRANSCRIPT_JSON][TRANSCRIPT_JSON]"

Expected Output Format:

{
  "trackers": [
    {
      "name": "Voicemail",
      "matches": [
        {
          "text": "You've reached the voicemail of John Smith, please leave a message.",
          "timestamp": "2024-07-10T11:00:00Z",
          "confidence": 0.9
        }
      ]
    }
  ]
}