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The Speech Settings section allows you to control how your AI agent sounds and behaves during voice calls. These settings help create a more natural and controlled conversation experience.
Speech
In this section, you can configure:
  • Background sound during calls
  • IVR detection behavior
  • How the agent handles interruptions

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1. Background Sound

This setting lets you add ambient audio during a call to make conversations feel more realistic.

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Available Options:

  • None (Default)
    No background sound is played.
  • Office Ambient
    Adds subtle office background noise (e.g., distant chatter, workspace sounds) to simulate a real call center environment.
  • Keyboard Typing
    Adds light keyboard typing sounds to mimic an active working environment.

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How to Configure:

  1. Open your agent in the Agent Builder
  2. From the right-side panel, click on Agent Settings
  3. Go to Speech Settings.
  4. Locate Background Sound.
  5. Click the dropdown.
  6. Select one of the available options:
    • None
    • Office Ambient
    • Keyboard Typing

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When to Use What:

  • Use None
    → For clean, distraction-free conversations
  • Use Office Ambient
    → To simulate a professional support or sales environment
  • Use Keyboard Typing
    → To create a “live agent working” feel during the call

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2. Speech Normalization

This feature detects if the call connects to an IVR (Interactive Voice Response) system and automatically ends the call.

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Options:

  • Off (Default)
    The agent continues the call even if IVR is detected
  • On
    The agent hangs up when an IVR system is detected

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How to Configure:

  1. Find Speech Normalization.
  2. Toggle the switch ON/OFF.

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Use Cases:

  • Enable for outbound campaigns to avoid IVR systems
  • Disable when IVR interaction is required

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3. Interruption Sensitivity

Controls how easily a user can interrupt the AI agent while it is speaking.

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Range:

  • 0 (Low Sensitivity) → Agent is rarely interrupted
  • 1 (High Sensitivity) → Agent is easily interrupted

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Default Value:

  • 0.05 (Very Low)

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How to Configure:

  1. Locate Interruption Sensitivity.
  2. Adjust the slider based on your needs.

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Behavior Guide:

  • Low (0 – 0.3)
    Agent completes responses before listening
  • Medium (0.3 – 0.7)
    Balanced interaction
  • High (0.7 – 1)
    Allows frequent interruptions for natural conversation

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Best Practices

  • Keep None for formal or critical conversations
  • Use Office Ambient for support/sales realism
  • Use Keyboard Typing sparingly to avoid distraction
  • Set low interruption sensitivity for structured flows
  • Increase sensitivity for conversational agents

Speech & Interruption Settings