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AurionAI

Voice and languages

4 min readBy Emmanuel Yazbeck

On the Voice page you choose the default language of the voice agent, the voice it speaks with, and the languages it can detect and switch to during a call.

Availability: AI Voice and AI Voice + Helpdesk profiles. Administrators only.

Prerequisites

  • You have the Owner or Admin role.
  • Your organization uses the AI Voice or the AI Voice + Helpdesk profile. In the Helpdesk profile, the page is not available.

Open the voice settings

  1. In the sidebar, select Configuration.
  2. Open the AI Voice category.
  3. Select Voice.

The Voice Settings card opens.

The Voice page with the default language, the four support voices and the speed setting.

Set the default language

The default language is the language the agent starts the call in. The agent also uses it when it cannot tell which language the caller speaks.

  1. In Default Language, select a language.
  2. Select Save Changes.

You can choose English, French, Dutch, German, Spanish, Italian, Polish, Swedish, Danish or Finnish. The list shows each language in its own name, for example Français or Deutsch. When you select a language, it is also added to the languages the agent can detect.

Choose a voice

AurionAI offers four support voices: Sophie, Claire, Thomas and Lucas. Each voice exists in all ten languages, so the agent keeps the same voice when it changes language.

  1. Under Choose your support voice, read the description of each voice.
  2. To hear a voice, select Play sample on its card. The sample uses your default language.
  3. Select the card of the voice you want.
  4. Select Save Changes.

You must select a voice before you can save.

Change speed and volume

  1. In Speed, use the minus and plus buttons or type a value. The range is 60 to 150 %.
  2. In Volume, move the slider. The range is 50 to 200 %.
  3. Select Save Changes.

Adjust voice activity detection

Voice activity detection decides when the caller is speaking.

  1. Under Voice Activity Detection, in Sensitivity, select Low, Medium or High.
  2. In Silence Threshold, set how many milliseconds of silence end a sentence. The range is 100 to 1,000 ms.
  3. Select Save Changes.

If your organization has a phone connection, the page also shows Audio Sample Rate. The default value is 8000 Hz (Telephony).

To change how long the agent waits before it answers, use the Turn Detection page. Read Turn detection.

Let the agent detect the caller's language

  1. Turn on Automatic Language Detection.
  2. Under Supported Languages, select each language the agent may switch to.
  3. Optional: in Detection Confidence Threshold, set how sure the agent must be before it switches language. The range is 50 to 100.
  4. Select Save Changes.

When the agent is not sure enough, it stays in the default language.

These settings make language changes stable in noisy calls:

  • Language Switch Cooldown: the minimum time between two language changes, from 5 to 60 seconds.
  • Re-detection Threshold: how many times in a row the agent must hear another language before it changes, from 3 to 10.
  • Explicit Language Lock: when this is on, the agent follows a request such as "stay in English".

Result

The message Voice settings saved appears. The new settings apply to calls that start after you save. A call that is already in progress keeps the settings it started with. In rare cases a new call can still use the old settings for up to one minute after you save.

The greeting is spoken in the default language. Write a greeting for each language you use on the Agent Settings page. Read Agent name, greeting and behaviour.

If something goes wrong

  • Please select a voice before saving. Select one of the four voice cards, then save again.
  • Failed to save voice settings Reload the page and try again. If a message gives a reason, correct the value it names.
  • Failed to generate preview The sample could not be created. Try again later. You can still select and save the voice.
  • Failed to start audio playback Your browser blocked the sound. Allow sound for the dashboard, then play the sample again.
  • The agent answers in the wrong language. Check the default language. Check that the caller's language is selected under Supported Languages. Lower Detection Confidence Threshold if the agent switches too rarely.
  • The page is not in the menu. Your organization uses the Helpdesk profile, or you are not an administrator.

Still stuck? Submit a request or .