AI Configuration

The AI Configuration feature allows administrators to use built-in artificial intelligence to make predictions based on Historical Data. The availability of historical data enhances the accuracy of these predictions.

Note:

To check if you have the required license, click License module and verify whether RPCO (Right Party Connect Optimizer) is activated. If it is not activated, the AI Configuration tab is deactivated.

The AI Configuration module provides access to the Best Time to Contact feature.

Best Time to Contact

Best Time to Contact (BTTC) is an artificial intelligence model that helps to reduce the call retries and maximize the successful call connections by:

• Predicting the best time slot during which a customer can be approached for the day.

• Recommending the right phone number to be used during the best time slot.

Perform the following steps to configure BTTC:

1. Turn the Best Time to Contact switch ON to activate the best time to call for the contacts.

2. Use the slider or provide a value for Contact Threshold. This field is active only if the Best Time to Contact switch is turned ON.

3. Click Save.

The artificial intelligence in the application determines the probability of successfully reaching the right contact. This probability is expressed in percentage. Higher the percentage, better the chances of successful connect.

The contacts from the lead list are arranged in the descending order of the success percentage. The application selects contacts that are assigned with the success probability as selected, or higher.

For example, if the administrator selects 60% as the cut-off threshold value, the contacts that have the probability percentage of 60% or higher are dialed first. The dialing happens in the descending order of probability percentage at the scheduled time.