Artificial Intelligence Technology

When SATMAP is first deployed, over a hundred agent personality attributes are captured through a 20-minute survey and are stored in the Agent Information Management System (AIMS). AIMS deployment and initial survey work takes two to three weeks.

SATMAP does not rely on proprietary or sensitive customer information in order to make its call pairing determination. Instead, it captures thousands of publicly available demographic and psychographic attributes from commercial databases, social media catalogs and census archives that are indexed by caller ID.

When a call arrives, SATMAP retrieves rich caller and agent data and evaluates which of the potentially hundreds of pairings is optimal. The final selection is made after analyzing tens of thousands of previous call outcomes to identify the personality combinations that will result in the highest probability of call success. This decision is made in milliseconds and the call pairing instructions are communicated to the host PBX.

SATMAP has a built-in feedback mechanism that continually improves call pairings over time. This feedback system learns by examining daily call statistics and call outcomes to identify personality markers that work well together. SATMAP's artificial intelligence engine analyzes successful call interactions from these daily feeds to reveal call pairing patterns that can be used to improve future call results.