ConnectAndSales

Live & Voicemail Classification, Automated.

In the telecom sector, rapid and accurate call classification is crucial for seamless customer service. A leading telecom provider approached Apptware to automate the identification of live calls versus voicemails — a process that was previously manual, slow, and error-prone. The goal was to reduce customer wait times, eliminate manual effort, and streamline the customer service workflow.

THE CHALLENGE

Manual call classification couldn't keep pace with telecom-scale volume.

The client faced persistent inefficiencies due to manual classification of call recordings — a process that grew more unsustainable as call volumes scaled into the millions.

Overwhelming volume

Millions of audio files overwhelmed existing manual processes.

Misclassification risk

Misclassification led to delayed responses and customer dissatisfaction.

No automation in place

A real-time, accurate, and automated system was needed to sort calls without human involvement.

Apptware developed a cloud-based AI platform trained on the client's historical call data — combining deep learning models with real-time system integration to classify calls without human involvement.

Built for the client's existing telephony infrastructure, deployed end to end by Apptware.

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Machine Learning Implementation
Used deep learning models (CNN and VGG-16) to differentiate between live calls and voicemails. Trained the model using thousands of annotated call recordings.
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System Architecture & Integration
Seamlessly integrated with the client's existing telephony systems. Offered a real-time dashboard with call metrics and classification performance.
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Scalability & Performance
Deployed on the cloud to handle millions of simultaneous recordings with minimal delay.

Results

The impact of automated call classification.

Automation

Fully automated classification of live calls and voicemails.

Cost Savings

Reduced manual effort — saved approx. $50,000 per month.

Accuracy

Achieved over 95% classification accuracy.

Operational Efficiency

Shortened customer wait times and improved agent productivity.

Scalability

Able to scale with growing call volume and integrate with existing systems.

Customer Satisfaction

Delivered a smoother, faster service experience that boosted overall customer satisfaction.

Conclusion

Apptware built an AI platform that classifies calls without human involvement.

By automating live and voicemail classification, ConnectAndSales removed a major manual bottleneck — cutting cost, improving accuracy, and giving customers a faster, smoother service experience.

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95%+

Classification accuracy achieved

$50K/mo

Manual effort cost savings

100%

Automated, no human involvement

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