Speech recognition problems
The agent mishears, misses words, ignores a language, or cannot understand names and numbers.
What you will achieve
You will improve how well the agent hears callers.
Symptoms
| Symptom | Likely cause | Fix |
|---|---|---|
| Wrong language understood | The agent's Language does not match the caller | Set the right language; see Languages |
| Caller switches language mid-call | Single-language hearing | Choose Deepgram Nova 3 Multilingual. It supports English, Spanish, French, German, Hindi, Russian, Portuguese, Japanese, Italian and Dutch, but not Arabic, Urdu or Chinese |
| Arabic, Urdu or Chinese not heard | Multilingual option selected | Choose Deepgram Nova 3 (single language) |
| Misses names, brands, product codes | Uncommon words | Add them to the Instructions as examples and ask the agent to confirm spellings aloud |
| Numbers misheard | Phone-line noise | Have the agent read digits back and ask for confirmation |
| Cuts the caller off | The caller paused to think | Raise Wait before checking in; ask the agent in Instructions to wait for the caller to finish |
| Never hears anything | Stalled hearing service, or the caller's audio is not reaching Phynxa | Try Talk; if it works, check the phone leg. If a hearing service stops responding mid-call, Phynxa ends the call instead of leaving it open |
| Only English heard well | Deepgram Flux is English only | Choose Deepgram Nova 3 for other languages |
Which hearing option
| Choose | When |
|---|---|
| GPT-4o Mini Transcribe | A simple default for any supported language |
| Deepgram Nova 3 | Lowest delay in one language |
| Deepgram Nova 3 Multilingual | Callers who switch language |
| Deepgram Flux | English with faster turn-taking |
Testing
Read your three hardest sentences into Talk and compare them with the transcript in History.
Expected result
The transcript matches what was said.
Related guides
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