Voice AI: Noise Cancellation & Backchanneling

What is Voice AI Noise Cancellation & Backchanneling?

Voice AI Noise Cancellation and Backchanneling are advanced audio features designed to improve the quality of your automated phone conversations. Noise Cancellation works to filter out unwanted background sounds, ensuring the main speaker's voice comes through clearly. Backchanneling adds subtle, natural-sounding listener feedback, like brief acknowledgments, during pauses in the conversation. Used together, these tools make interactions with your AI agent sound more professional and human-like.

Key Benefits

Enabling these features provides several advantages for your business communications.

• Enhanced Clarity: Reduces misunderstandings by minimizing background distractions.
• Increased Professionalism: Presents a polished and consistent audio experience that reflects your brand.
• Improved Engagement: Subtle cues from backchanneling show the caller they are being actively listened to.
• Greater Efficiency: Smoother conversation flow helps reduce the need for repetitions.
• Customizable Settings: Adjust the intensity of noise removal and the specific phrases used for acknowledgments.

Noise Cancellation Modes

You can select a noise cancellation mode that best suits your environment.

• Remove Noise: This mode filters out common ambient sounds like air conditioning hum or keyboard typing.
• Remove Noise + Background Speech: A more aggressive setting that also suppresses other people talking in the background, ideal for busy or shared workspaces.

Backchanneling Settings

Backchanneling mimics natural human conversation by inserting brief verbal cues.

• Backchannel Frequency: Control how often these acknowledgments occur, from infrequent to very often.
• Backchannel Words: Customize the list of short phrases (e.g., "uh-huh," "okay") used to match your brand's tone and language.

How To Set Up Voice AI Noise Cancellation & Backchanneling

Step 1: Enable the Feature in Labs

Before you can configure these settings for an agent, the main feature must be activated.

1. Go to Settings and select Labs.
2. Find the option labeled Voice AI – Noise Cancellation & Backchanneling.
3. Turn the feature on.
4. Navigate to Voice AI > Agents to begin agent-specific configuration.

Step 2: Configure an Agent

Apply the audio enhancements to individual Voice AI agents.

1. Go to Voice AI → Agents and click Edit on the agent you wish to update.
2. Open the Advanced Settings panel.
3. Select your preferred Noise Cancellation mode.
4. Enable Backchanneling, then set the Frequency and edit the Backchannel Words if needed.
5. Click Save to apply the changes.

Step 3: Test Before Going Live

Always test the new settings to ensure they work as expected.

• Use the built-in test features, such as Call Me or Web Call, to preview the audio.
• Have a colleague call from a typical environment (like a car or a busy office) to validate the noise cancellation.
• Review the call recording in Voice AI → Dashboard/Logs to check for clarity and natural pacing.

Best Practices & Recommended Defaults

Follow these guidelines for optimal results.

• Start Simple: Begin with the basic "Remove Noise" mode. Only enable "Remove Noise + Background Speech" if background chatter is a significant issue.
• Moderate Cadence: Set the Backchannel Frequency to a medium level for a natural flow that doesn't interrupt the caller.
• Use Neutral Phrases: Keep backchannel words short, simple, and appropriate for your audience's culture and language.
• Coordinate with Other Automations: If you use features like the Idle Reminder Timer, ensure backchanneling does not become too frequent and disrupt the conversation.
• Test in Real Conditions: Validate the settings in the actual environments where your agents will be used.

Frequently Asked Questions

Do these enhancements affect both the caller and the agent?

Yes. Noise suppression improves audio clarity for both parties on the call.

Will Backchanneling interrupt the caller?

No. Backchanneling is designed to insert acknowledgments only during brief pauses in the caller's speech.

Can I customize the acknowledgment phrases for different languages?

Yes. You can edit the list of Backchannel Words. Ensure the phrases are short and that your selected AI voice supports the intended language.

Can I have different settings for each agent?

Yes. When agent-level Audio Enhancements are available, you can configure Noise Cancellation and Backchanneling individually for each agent.

What should I check before rolling this out?

Test for audio clarity in typical environments, confirm the conversation pace feels natural, and review call logs to ensure the intended speech is not being suppressed.

Why don't I see these options in my agent settings?

First, ensure you have enabled the main "Voice AI – Noise Cancellation & Backchanneling" feature in the Labs section of your Settings.