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Audio: voice and recognition

Choose how your callbot speaks and how it listens to your customers. This makes the conversation natural and precise.

How it works

The system transforms text to speech and speech to text. For example, if a customer says "I would like to book for 3:30 PM at via Roma 10", the callbot understands the time and address, then responds with a natural voice confirming the appointment.

For sensitive data, such as proper names or addresses, the callbot uses active confirmation: it repeats what it understood to avoid errors.

What you need to do

  1. Choose the voice that best fits your brand from those available.
  2. Indicate difficult words: if you have specific product names or technical terms, report them to improve recognition.
  3. Verify the conversation flows in workflow to ensure voice confirmations are placed in the right spots.

What glacom® does

It configures the system to handle background noise and different accents. It optimizes response speed to avoid silences that are too long between sentences.

Limits

  • Even the most natural voice can vary slightly between sentences: intonation, pauses, firmness. If the voice sounded less natural than usual in a call, report the date and time of that call: we will intervene on that specific point. Extreme ambient noise (like a construction site or strong wind) can cause understanding errors. Very strong accents or mixed languages in the same sentence may require more time to be interpreted correctly.

Frequent problems

  • The bot doesn't understand a proper name? → Add the term to the knowledge base or use the procedure in adding what is missing.
  • The voice sounds too robotic? → Change the voice profile in the settings or request support via ticket.
  • The bot interrupts the customer? → Adjust the listening times through the support team.

Tip

For critical numerical data, such as order codes, check the guide on numbers and times to set up secure confirmations.

From the app

You can listen to previews of the available voices and change your callbot's voice profile.