Adaptive voicemail and ivr detection for ai-driven call automation

A system for adaptive outbound call handling, comprising:

• at least one processor;
• and
• a memory storing instructions that, when executed by the at least one processor, cause the system to:
• capture audio of a voice call established between a calling system and a called endpoint and divide the audio into successive frames;
• assign a speech-recognition confidence value to each frame and discard frames having confidence values below a configurable threshold prior to further processing;
• verify that a transmission queue is free of system-generated outbound audio and, upon that verification, convert remaining frames into text and classify the voice call as voicemail, interactive voice response, or live-speaker by executing a machine-learning language model on the text;
• select, in dependence on the classification, a corresponding call-handling action;
• and
• execute the selected call-handling action, the call-handling action further comprising delivering a prerecorded voicemail message when the classification identifies a voicemail state and continuing conversational interaction when the classification identifies a live-speaker state.

A non-transitory computer-readable storage medium storing instructions that, when executed by at least one processor of a computing system, cause the computing system to:

• capture audio of a voice call established between a calling system and a called endpoint and divide the audio into successive frames;
• assign a speech-recognition confidence value to each frame and discard frames having confidence values below a configurable threshold prior to further processing;
• verify that a transmission queue is free of system-generated outbound audio and, upon that verification, convert remaining frames into text and classify the voice call as voicemail, interactive voice response, or live-speaker by executing a machine-learning language model on the text;
• select, in dependence on the classification, a corresponding call-handling action;
• and
• execute the selected call-handling action, the call-handling action further comprising delivering a prerecorded voicemail message when the classification identifies a voicemail state and continuing conversational interaction when the classification identifies a live-speaker state.