Configure speech and voice¶
Choose the languages your Agent should understand and the voice for its replies. Test both over the phone, especially names, numbers and pauses.
Set the greeting and timezone¶
In General Identity, write a short introduction with the company, digital assistant identity and purpose. Configure morning, afternoon and evening texts as needed. The Agent's local time selects morning before 12:00, afternoon from 12:00 to 17:59, and evening from 18:00. Empty texts fall back to another configured greeting.
For a Flow, the greeting comes from its DEFAULT Agent. Greeting interruption protection can keep the opening from being cut off. For caller-specific openings, configure a personalized greeting and retain a useful standard greeting.
Configure recognition¶
| Provider | Main controls | How to start |
|---|---|---|
| Azure Speech | Recognition languages, initial silence, segmentation silence | Choose the primary caller language and keep existing silence defaults. |
| Kugel Ear 1 | Selected languages, primary language and KugelTurn | Start with German and Responsive; add the languages you need. |
| Deepgram Flux Multilingual (EU) | Expected languages, end-of-turn confidence, maximum silence | Start around confidence 0.7 and maximum silence 5000 ms. |
Deepgram accepts confidence 0.5–0.9 and maximum silence 500–10000 ms. Deepgram detects the language automatically when you select none or all ten supported languages. Selecting individual languages helps recognition without excluding other languages. A single-language hint can reduce the reliability of language switching.
Add frequently used company names and specialist terms to the vocabulary. Start with around 20 to 50 terms that the Agent might otherwise mishear. If a word is recognized correctly but spoken incorrectly, use pronunciation rules.
Kugel Ear 1 and conversation pauses¶
Select at least one Kugel recognition language. Supported languages are German, English, French, Italian, Spanish, Portuguese, Dutch, Polish and Romanian. German is preselected. Unlike Deepgram, Kugel recognizes within the selected languages, so add all languages you need. Set the primary language under Initially expected language.
Under Turn detection, choose:
| Setting | Effect | Suitable for |
|---|---|---|
| Responsive (default) | Responds promptly when KugelTurn detects a completed turn | Quick dialogue |
| Conservative | Holds more often through mid-thought pauses; replies may begin later | Dictated numbers and considered answers |
KugelTurn assesses whether the caller has finished speaking. It is not a fixed waiting time; Azure silence values and Deepgram confidence thresholds do not apply. Changes apply to new calls. Test a complete sentence, a thinking pause, a longer number and a language switch.
Kugel uses Agent, workspace and forwarding terms plus enabled pronunciation word rules as recognition hints. Entries longer than 64 characters or containing markup or control characters are excluded. At most 5000 distinct valid terms are allowed in total; reduce the collection if saving fails at the limit. Recognition language and the voice used for replies are configured separately.
Choose the speaking voice¶
Select a voice offered in your workspace and test it over a phone connection. The catalog includes different voice families and tiers, including MAI Voice variants and, where configured, Kugel voices. Available controls, languages and rates depend on the selected voice and provider.
| Mode | Use it when | Check |
|---|---|---|
| Quality first | Pronunciation, style and voice refinements matter | Default setting |
| Fast first audio | You need to reduce the wait for initial speech | Some refinements and speaking styles do not apply. Test the whole reply. |
Dragon HD Omni uses Quality first. Other availability restrictions are reflected by the editor. Check settings again after switching voices: unsupported styles or controls can be cleared.
Fix common issues¶
- Caller is interrupted: depending on the provider, test a longer segmentation pause, more conservative end-of-turn confidence or KugelTurn Conservative.
- Agent waits too long: adjust the provider-specific pause setting gradually or test KugelTurn Responsive.
- Words are misheard: review recognition language and vocabulary.
- Correct text sounds wrong: adjust pronunciation, supported style, tempo or accent settings.
Keep advanced expressiveness, telephone EQ and accent controls near their starting values until the conversation works. Compare a short answer, a number, a proper name, an interruption and a language change before saving a production change.