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Overview

Custom pronunciations let you define how specific words should sound, ensuring your agent always pronounces brand names, technical terms, and acronyms correctly. How it works:
  1. Agent generates response: “Call us at itellicoAI for help”
  2. System applies pronunciation rules: “Call us at eye-tell-ee-co A I for help”
  3. Voice synthesizer speaks the modified text
  4. Customer hears correct pronunciation
Pronunciation replacements are available under Voice > Pronunciations in your agent configuration.

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Adding Pronunciations

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Single Replacement

  1. Click Add Replacement
  2. Enter the target word (the word to replace)
  3. Enter the pronunciation (how it should sound)
  4. Click Add
Examples:
  • Target: Nike → Pronunciation: Nai-key
  • Target: API → Pronunciation: A-P-I
  • Target: 24/7 → Pronunciation: twenty-four seven
  • Target: EST → Pronunciation: Eastern Time
Target words must be single words only - spaces are not allowed. Use complete words like Nike or API, not phrases like customer service.

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Bulk Import via CSV

For importing many pronunciations at once:
  1. Click Import CSV
  2. Download the template if needed
  3. Prepare your CSV with two columns: target, replacement
  4. Drag and drop your CSV file or click to select
  5. Review the preview and click Import
CSV format: 
target,replacement
Nike,Nai-key
EST,Eastern Time
24/7,twenty-four seven
API,A-P-I
Limits:
  • Maximum 500 pronunciations per agent
  • CSV file max size: 5MB

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Phonetic Spelling Tips

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Simple Phonetic Spelling

Write replacements as simple, readable phonetic text: Good examples:
  • Nike → Nai-key
  • SQL → sequel (or) S-Q-L
  • Wi-Fi → why-figh
  • iOS → eye-oh-ess
Tips:
  • Use hyphens to separate syllables: Nai-key, A-P-I
  • Spell it like you’d explain pronunciation to someone
  • Test with your voice to hear how it sounds

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Common Patterns

Acronyms (spell out each letter):
  • API → A-P-I
  • URL → U-R-L
  • HTTP → H-T-T-P
  • AWS → A-W-S
Brand names (phonetic spelling):
  • Nike → Nai-key
  • Adidas → ah-dee-dahs
  • Chipotle → chih-poht-lay
Numbers and time:
  • 24/7 → twenty-four seven
  • 9am → nine A-M
  • EST → Eastern Time
  • 5pm → five P-M
Technical terms:
  • SQL → sequel (or) S-Q-L
  • API → A-P-I
  • URL → you-are-ell
  • WiFi → why-figh

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Advanced: IPA Phonemes

For precise pronunciation control, you can use International Phonetic Alphabet (IPA) notation with the << >> format: Format: <<phoneme|phoneme|phoneme>> Example: 
espresso → <<ɛ|s|p|r|ɛ|s|oʊ>>
IPA phonemes provide precise control but require knowledge of phonetic notation. Simple phonetic spelling (Nai-key) works well for most cases.

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Managing Pronunciations

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Editing Existing Replacements

  1. Click on any replacement chip in the list
  2. Modify the target or pronunciation
  3. Click Save

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Deleting Replacements

  • Click the trash icon on any replacement chip to delete it
  • Or click Clear All to remove all pronunciations (requires confirmation)

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Exporting Pronunciations

  1. Click Export CSV
  2. CSV file downloads with all your current pronunciations
  3. Filename format: {agent_name}_pronunciations.csv
Use exported CSV files to back up your pronunciations or copy them to other agents.

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Testing Pronunciations

After adding pronunciations:
  1. Make a test call to your agent
  2. Trigger responses containing the target words
  3. Listen to verify the pronunciation sounds correct
  4. Adjust the phonetic spelling if needed
Testing tips:
  • Test in context, not isolation
  • Have team members listen
  • Adjust hyphenation or spelling if it doesn’t sound right

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Best Practices

Add pronunciations for words you know are mispronounced in real calls. Review call transcripts to identify recurring pronunciation problems.
Use phonetic spelling (Nai-key) rather than complex IPA unless necessary. Simple phonetic text is easier to maintain and works well for most cases.
Always test pronunciations with real calls before going live. Make a test call and trigger responses containing the target words to verify they sound correct.
Export your CSV regularly as backup. Use the Export CSV button to save your pronunciations and keep them versioned alongside your agent configuration.
If you have “API” spelled out as “A-P-I”, use that format consistently across all your pronunciations. Consistency improves maintainability.
Remember that target words cannot contain spaces - only complete single words work. Use Nike or API, not phrases like customer service.

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Next Steps

Voice Settings

Fine-tune voice parameters

Select Voice

Choose a different voice

Ambient Sound

Add background ambience

Test Your Agent

Test pronunciations with web calls