At a Glance
About Sytel AI Dialer™
Sytel has been making use of AI techniques in its predictive dialer, since the 1990s. Sytel’s award-winning AI Dialer is built around a massive simulation engine for calculating optimum dialing rates. The engine in the dialer, known the Virtual Event Machine (VEM®), simulates at a rate in excess of 50 million calls a second for each campaign it is running!
So how does it work?
VEM® is a classic example of machine learning as the dialer takes in information relating to a dialing campaign and figures out how to dial. One key difference, from other AI products, is that VEM® does not try to build up snapshots of model dialing conditions and use this to generate new simulations in other campaigns.
A unique approach
The approach we take is to treat each campaign as unique, and not allow VEM® to use any approximations derived from other dialled campaigns. The sheer enormous power of VEM® is such that it can very quickly calculate dialing rates in just milliseconds. And this is vital since VEM® may have to support many different campaigns simultaneously, where dialing conditions are constantly changing, often abruptly.
An automated process
What this means in practice is that users of the dialer decide on a couple settings, such as the abandoned call target, start a campaign and then leave VEM® alone! There is no need for human intervention in the dialing process, nor does VEM® allow it. Dialing supervisors can be redeployed!
Setting a new standard for dialing
The culmination of all the work we have done with VEM® has taken the dialer to a new level. The latest release of the Sytel AI Dialer enables two key new features, both industry firsts:
The first of the new features is validation of the dialer’s ability to provide excellent performance whilst dialing under compliance at a level of 1% abandoned calls, a feature which is invaluable to those markets such as the UK, which stipulate compliance.
This feature is unique in the industry and gives users peace of mind, knowing that the dialer will deliver excellent performance, ensure that they stay out of trouble from current or future legislation and protect consumers from nuisance calls.
The second is extending the work that VEM® does to allow it to recognise and work with different record types, for example call-backs, with inherently different answering properties from other phone numbers.
VEM® runs simulations for different record types and combines results dynamically to match the dialing targets set for a campaign. This again is a world first and means that call centers don’t need to worry about mixing data with different calling characteristics on the same campaign, whether knowingly or inadvertently.
The Sytel dialer has given us a strong competitive advantage in the marketplace. Its performance, reliability and adherence to compliance standards are second to none.
We look forward very much to implementing the new AI product and continuing our successful relationship with the team at Sytel.
See also …
Softdial Campaign Manager™
Comprehensive configuration and control for outbound campaigns
Sytel Global Compliance™
Flexible ‘no contact’ rules to protect contact center and consumer