Release notes

Your Voice AI Agent can now say a Glossary term the way you want callers to hear it.

What’s new

A Glossary term can carry a Voice pronunciation for each written form the AI Agent may speak. Use it for brand names, acronyms, and product names that text-to-speech reads the wrong way.

• One row for each written form. Every User term gets a row. On a Custom term, each language’s AI Agent response term gets a row too.
• Spell the term as it sounds. Type sock so the AI Agent says SOC as a word, not as three letters.
• Hear it before you save. Select the play button to hear the row in the voice configured for that language.
• Leave a row unchanged to store nothing. Each row starts filled with its own term.
• Transcripts keep the term as written. The caller hears the pronunciation. Transcripts and reports still show the term as you wrote it.

This applies to Voice conversations only. Web Chat and Email are not affected.

Learn more about setting how a term is spoken on Voice.