AI agents
How to choose a voice
- Open AI agents, pick the agent, and open the Voice and music tab.
- Choose a voice from the list at the top. Australian voices are listed first. The first choice is the standard voice, which is a good place to start.
- Press ▶ Hear greeting to hear the agent say its greeting in that voice.
- Try a few voices, settings and background sounds, pressing ▶ Hear greeting each time to compare.
- Press Save when you're happy. Nothing changes on calls until you save.
Every agent speaks on our most natural voice model, which can also put feeling in its voice: choose how much under Expression.
Expression
- Expression
- None keeps the voice even. Professional lets the agent add a calm touch, such as warmth or sympathy, at most once in a reply and only when the caller's mood calls for it. Expressive lets it use any emotion, from hopeful to a small laugh. Transcripts show the words only.
- Pace and steadiness
- The voice model sets its own pace and keeps a steady tone. To slow a line down, for instance when reading a number back, the agent says it slowly under Expression; there is no speed or stability dial to set.
How to add a background sound
A background sound plays quietly under the agent for the whole call, so it sounds like it's in a real place rather than a silent room. Only the caller hears it; it doesn't affect how well the agent hears the caller.
- On the Voice and music tab, choose a Background sound:
- Café
- Restaurant
- Busy office
- Call centre
- Reception: a quiet waiting area, with distant voices and footsteps
- Choose the Background level: Low, Medium or High.
- Press ▶ Hear greeting to hear the voice with the background under it.
- Press Save.
The background stops while the caller is on hold or a transfer is ringing. If the call is handed to another AI agent, that agent's own background sound (or none) plays instead. Choose None to turn it off.
Language
Your agents can speak and understand Australian English, Chinese, Japanese and other languages. The language is set for your whole business: to choose or change it, contact Binary Elements.
Hold music
Under Hold music, choose what callers hear while they're on hold with this agent, for example while a screened transfer asks the person whether they'll take the call. Press ▶ Play to listen to a track. Leave it on the first choice to use your business's usual hold music. A screened transfer can also choose its own music (see Screening).
You add and manage your own tracks on the Music on hold tab. See Music on hold.
Related
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