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Visual Voicemail

Xiao Mei

 

Table of Contents
Overview
Key Benefits
How It Works
Transcription Overview and AI Approach
API Integration
Transcript
Best Practices for Responding to Visual Voicemails
FAQs:

 

Overview

Hi Marley has introduced a Visual Voicemail feature to further enhance the communication between policyholders and their insurance carriers. This feature allows policyholders to leave a voicemail when calling their designated Hi Marley texting number. The voicemail, once recorded, is made accessible within Hi Marley, ensuring that all communications are centralized in one place for easy access and review.

 

Key Benefits

  • Centralized Communication: Policyholders can use a single phone number for both texting and calling to reach any involved party in their case, including carrier and network partners.
  • Efficient Response Management: Voicemails are automatically transcribed and stored within Hi Marley, allowing for quick and efficient responses.
  • Easy Access: Voicemail recordings are available as media files (.wav format) within the case, and the transcripts are integrated alongside other messages in the communication thread.
  • Secure and Private: All transcripts are AI-generated and securely stored within Hi Marley. They are not shared outside of the platform, ensuring that all sensitive information remains protected.

 

webapp_visualvoice_image.png
 

How It Works

1. Voicemail Option: When a policyholder calls their assigned Hi Marley number, they can leave a voicemail within Hi Marley.

Message to the policyholder:
You've reached our voicemail service. Please leave a message after the tone, and your representative will respond as soon as possible.

 

2. Voicemail Handling: If the policyholder leaves a voicemail, it is immediately recorded and stored as a media file in the associated case within Hi Marley.An AI-generated transcript of the voicemail is also created and stored alongside other case messages.

 

3. Customization:Transcription services can be disabled upon request if a policyholder prefers not to have their voicemail transcribed.

 

4. Accessing Voicemails and Transcripts: Voicemails and their corresponding transcripts are accessible to case operators, enabling them to quickly respond and take necessary actions based on the policyholder's message.

All recordings and transcripts are stored securely within Hi Marley and are only accessible through the platform.

 

Transcription Overview and AI Approach

Value of Transcription
Transcription of voicemail messages plays a crucial role in enhancing the efficiency and clarity of communication between policyholders and adjusters. The key benefits of transcription include:

  • Speed and Efficiency: Adjusters can quickly scan the transcribed text to understand the content of the voicemail without needing to listen to the entire recording, saving valuable time, especially in high-volume cases.
  • Enhanced Record Keeping: Transcripts provide a written record that can be easily referenced, searched, and attached to case files, improving case documentation and continuity.
  • Accessibility: Transcripts make the content of voicemails accessible to team members who may be in a noisy environment or unable to listen to audio files.

AI-Powered Transcription with Multi-Language Support

The transcription feature in Hi Marley is powered by advanced AI models designed to accurately convert voice recordings into text. Now, voicemails can be transcribed native languages, providing a more inclusive experience for policyholders who speak languages other than English. Furthermore, each native-language transcription is automatically translated into English, enabling adjusters to easily interpret and manage communications across diverse language barriers.

Note-All transcriptions are generated within Hi Marley’s secure environment using a self-hosted model. The data is not shared outside of the platform, protecting the privacy of policyholders and ensuring compliance with data protection regulations.

 

The supported native languages include:

Afrikaans, Arabic, Armenian, Azerbaijani, Belarusian, Bosnian, Bulgarian, Catalan, Chinese, Croatian, Czech, Danish, Dutch, English, Estonian, Finnish, French, Galician, German, Greek, Hebrew, Hindi, Hungarian, Icelandic, Indonesian, Italian, Japanese, Kannada, Kazakh, Korean, Latvian, Lithuanian, Macedonian, Malay, Maori, Marathi, Nepali, Norwegian, Persian, Polish, Portuguese, Romanian, Russian, Serbian, Slovak, Slovenian, Spanish, Swahili, Swedish, Tagalog, Tamil, Thai, Turkish, Ukrainian, Urdu, Vietnamese, and Welsh.

 

Secure AI-Powered Transcription
The transcription feature in Hi Marley is powered by advanced AI models designed to accurately convert voice recordings into text. 
All transcriptions are generated within Hi Marley’s secure environment using a self-hosted model. The data is not shared outside of the platform, protecting the privacy of policyholders and ensuring compliance with data protection regulations.

 

Please note: This transcription was generated by AI and may be incomplete or inaccurate due to inaudible passages or transcription errors. This transcription should not be used for making claim decisions, and Hi Marley is not liable for any misinterpretations

 

 

API Integration

  • The Visual Voicemail feature can be integrated via API.
  • Voice recordings and Voice Transcriptions will be sent as two separate message webhooks in the messages[0].data field.
  • Voice recordings acts similar to customer media files and is stored as a .wav
  • Voice Transcriptions are strings with VOICE- prepended to the messages[0].id
  • More information can be found in our Message Webhook Documentation 
"messages": [

 
        {

          "id": "(Message ID - Unique)",

          "type": "voice transcription",

          "formatting": "standard",

 
          "data": "hello",

 
          "channelSource": "mobile (mobile, marley)",

          "author": {
            "_id": "(Customer or Primary Contact ID - Unique)",

 
            "profile": {

              "firstName": "Smith",

              "lastName": "John"

            }

          },

          "createdAt": "2021-08-12T15:18:51.580Z",

          "dateFormatted": "08-12-2021",

          "timeFormatted": "11:18:51 AM EDT",

          "translations": []
         }

      ]

 

Transcript

What will Visual Voice look like on a transcript?
The Visual Voice transcript is displayed in-line with other messages in the case. Here is an example:

 

transcript screenshot.png

 

Best Practices for Responding to Visual Voicemails

Maximize efficiency and customer satisfaction with these best practices for handling visual voicemails:

1. Acknowledge Every Voicemail

  • Customers want to know their message was received. A simple confirmation builds trust.
  • Example: "Hi there! Thanks for leaving me a message. I’ll take a look and follow up shortly."

2. Set Expectations for Follow-Up

  • Even if you need more time, letting the customer know you’re working on their request reassures them.
  • Example: "I appreciate your patience! I’ll get back to you with an update as soon as possible."

3. Use the Best Communication Channel

  • Respond in the format that best serves the customer and the situation.
  • Example: "I’ve sent an email with all the details—let me know if you have any questions!"

4. Prioritize Clarity and Efficiency

  • Review voicemail transcriptions before responding to ensure a quick and informed reply.
  • If a voicemail contains multiple concerns, address them step by step.
  • Example: "You mentioned two issues. Let’s start with [issue 1], and I’ll follow up on [issue 2] next."

5. Use Empathy in Your Responses

  • A warm and understanding tone enhances the customer experience.
  • Example: "I understand this is important to you, and I’m here to help!"

6. Offer Convenient Callback Options

  • If a phone call is necessary, suggest a time that works for both parties.
  • Example: "I’d love to chat. How does [time] work for you?"

7. End on a Positive Note

  • Keep the conversation open and inviting.
  • Example: "Does this help? Let me know if there’s anything else I can do for you!"

By following these best practices, you can ensure clear, compassionate, and efficient communication that strengthens customer relationships.

 

FAQs:

  • Who is this available to?
    • This feature is currently an Open Beta - It is available to any existing Hi Marley customer who wants to leverage it
    • Starting in Q4 this feature will be enabled for all carriers
  • Will this cost more money?
    • No, Visual Voicemail is included in our existing Hi Marley Platform. Future voice products may be subject to additional fees
  • How long will Hi Marley store the recording?
    • All voice recordings will be deleted from Hi Marley within a year when the call is made. Carriers can save the recording in their core system by leveraging our message media API
  • If a voicemail is left for an insurance professional and auto replies are enabled, will an auto reply be sent?
    • Yes
  • If an inbound call is made but a voicemail is not left, will the UI show that a call was made?
    • No, only completed voicemails will appear in the UI

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