CommunicationVoice

Custom pronunciations

What custom pronunciations are for

There are words that the AI may pronounce incorrectly: brand names, technical terms, abbreviations, or words in other languages. With custom pronunciations, you can tell the agent exactly how to say each word.

Where to find this option

Custom pronunciations are configured in Agent Settings > Agent > Calls, under the Custom Pronunciations section.

How to add a pronunciation

1

Press the Add button

In the Custom Pronunciations section, press Add to create a new entry.

2

Enter the original word

In the Word field, type the word as it is normally written. For example: SQL.

3

Enter how it should be pronounced

In the Pronunciation field, type how you want the word to sound. For example: sequel.

4

Save your changes

Repeat the process for all the words you need and save the configuration.

Practical examples

WordPronunciationUse case
SQLsequelTechnical term
HSBCaitch ess bee seeCompany name
Givenchyzhee-von-sheeBrand with French pronunciation
Wi-Fiwhy-fyeCommon abbreviation
Huaweiwah-wayProduct name

If your business name has a particular pronunciation (for example, a word in another language or with a specific intonation), add it as a custom pronunciation so the agent says it correctly on every call.

If you have not added any pronunciations yet, you will see a message saying “No pronunciations.” Simply press Add to get started.