Predictive dialing, which has been around over the last three decades, got its start in the banking industry for debt collection. Fast forward thirty years later, and virtually nothing has changed. Today’s dialer function is almost identical to the original design.
A predictive dialer works by over-dialing a list of phone numbers to ensure agents remain fully occupied. The dialer constantly monitors connect times and success rates of recent calls and adjusts the dialing rate to keep the abandoned rate in check. Combined with Answering Machine Detection (AMD), predictive dialing increases two or three times the number of contacts an agent can make every hour. And although it keeps agents busy and removes wait time in-between calls, its statistical algorithm has not evolved much.
While we call it predictive, predictive dialing looks backward and aggregates the outcomes of recent calls. Enter AI, which can make forward predictions on a per-call basis of the probability of a connection being made. You can now predict with much greater accuracy the number of calls to make based on the actual list of contacts you want to call. Such precision is imperative when you are constrained by the number of calls you can make to a given person or need to avoid dialing over your agent capacity.
AI-driven predictive dialing is just one of the multiple uses of the predictions we can now make, thanks to the rich dataset and comprehensive call dispositions of the Acqueon CDP. Read on to learn more about our AI models or contact us for a detailed presentation.