Skip to main content
Access: Open an agent and go to General → Understanding.

​
Basics

The transcriber converts caller speech into text before the AI model decides what to say or do next. This is the first step in the voice pipeline. If the transcriber hears the wrong words, the model, tools, goals, and post-call analysis all receive the wrong input.
Simple mode shows a single Language picker under General → Understanding. This setting controls what language the agent listens for — it determines which languages your callers can speak and be understood. If a caller speaks a language that is not configured, the agent will not understand them.Choose one of two options:
  • Multilingual — the agent understands callers speaking English, Spanish, French, German, Hindi, Russian, Portuguese, Japanese, Italian, or Dutch. Use this when your caller base speaks multiple languages.
  • Single language — pick the specific language your callers speak. Use this when your agent serves one language only.
The platform picks the recommended model for your selection automatically. There is no provider or model to configure in Simple mode.
If transcriber settings were previously configured in Expert mode, switch to Expert mode to edit them.

​
Testing Transcription

Test with the words callers will actually say:
  • Brand and product names
  • Names of people, locations, departments, or services
  • Numbers, dates, addresses, and phone numbers
  • Common accents from your caller base
  • Background noise if the real call environment is noisy
If transcripts are inaccurate:
  1. Confirm the language or locale is correct
  2. Add missing business terms as keywords in Expert mode
  3. Try a more suitable model or provider in Expert mode
  4. Retest with the same scenarios before changing other voice settings

AI Pipeline Guide

Understand how transcription, the AI model, and voice output work together.

Choose AI Model

Select the model that processes transcribed caller text.

Custom Pronunciations

Control how the agent’s voice pronounces specific words.

Test Your Agent

Run calls and review transcripts before going live.