Voices & Languages

Configure your AI Agent’s voice characteristics and language support to create natural, localized customer interactions.

Voice & Language Configuration

Overview

The Voices & Languages configuration defines how your AI Agent sounds (for voice channels) and which languages it can understand and speak. This includes selecting voice profiles, setting language preferences, and configuring multilingual behavior.

Voice Configuration

Available Voices

For telephony channels, choose from a variety of natural-sounding AI voices:

English Voices:

Alloy - Neutral, professional tone (Default)
Echo - Warm, friendly personality
Fable - Confident, clear articulation
Onyx - Deep, authoritative presence
Nova - Energetic, personable style
Shimmer - Calm, reassuring manner

Voice Properties:

Speaking Rate: Adjust how fast or slow your agent speaks (0.75x to 1.5x normal speed). A moderate pace (1.0x) works well for most use cases, while slower speeds can help with technical explanations or customers who need more time to process information.

Voice Stability: Control the consistency of the voice output. Higher stability results in more predictable, uniform speech, while lower stability can add more natural variation and expressiveness to the conversation.

Language Support

Supported Languages

LiveTok AI Agents support 25+ languages for both understanding customer input and generating responses:

Major Languages:

English (US, UK, Australian, Canadian)
Spanish (Spain, Latin America)
French (France, Canadian)
German
Italian
Portuguese (Brazil, Portugal)
Chinese (Mandarin, Cantonese)
Japanese
Korean
Arabic
Hindi
Russian
Dutch
Polish
Turkish
Swedish
Norwegian
Danish
Finnish

Language Detection

Automatic Language Detection: Enable automatic language detection to have your AI Agent identify and respond in the customer’s preferred language. The agent analyzes the first message to detect the language and continues the conversation in that language.

Primary Language: Set your agent’s default language for initiating conversations and handling cases where language detection is uncertain.

Fallback Language: Define which language the agent should use if it cannot confidently detect the customer’s language or if the detected language is not in your supported languages list.

Personality Configuration

Tone and Style

Communication Style: Define how your agent communicates with customers:

Professional: Formal, business-appropriate language suitable for corporate environments, financial services, or legal contexts. Uses complete sentences, proper grammar, and avoids casual expressions.

Friendly: Warm and approachable while maintaining professionalism. Suitable for retail, hospitality, and customer service. Uses conversational language with occasional friendly expressions.

Casual: Relaxed, informal tone appropriate for younger demographics or lifestyle brands. Can use contractions, casual phrases, and a more conversational approach.

Custom: Define your own communication style with specific guidelines about vocabulary, sentence structure, and expressions to use or avoid.

Brand Voice

Personality Traits: Define 3-5 key personality traits that reflect your brand identity. For example:

Helpful and patient
Knowledgeable and confident
Friendly and enthusiastic
Professional and efficient
Empathetic and understanding

Language Guidelines: Specify particular words, phrases, or expressions your agent should use or avoid to maintain brand consistency.

Example:

Use: "Happy to help!" instead of "No problem"
Use: "Let me look into that for you" instead of "One moment"
Avoid: Overly technical jargon
Avoid: Negative phrases like "I can't" (use "Let me find an alternative")

Configuration Steps

Setting Up Voice (Telephony)

Navigate to Agent Configuration > Voices & Languages
In the Voice section, select your preferred voice profile
Adjust speaking rate if needed (default: 1.0x)
Set voice stability (default: Medium)
Test the voice with sample phrases
Save configuration

Configuring Languages

Navigate to Agent Configuration > Voices & Languages
Set your Primary Language (the default language for your agent)
Enable Automatic Language Detection if supporting multiple languages
Select Supported Languages from the list
Set a Fallback Language for uncertain detections
Configure language-switching behavior
Save configuration

Defining Personality

Navigate to Agent Configuration > Voices & Languages
In the Personality section, select your communication style
Add 3-5 personality traits
Define language guidelines (words/phrases to use or avoid)
Add any brand-specific communication rules
Test with sample conversations
Save configuration

Multi-Language Best Practices

Regional Considerations: Different regions may have specific cultural expectations for customer service interactions. Consider local customs when configuring personality and tone for each language.

Consistent Brand Voice: While adapting to cultural contexts, maintain your core brand personality across all languages. A friendly brand should be friendly in all supported languages.

Test Each Language: Before going live, test conversations in each supported language to ensure the agent responds naturally and accurately.

Language-Specific Knowledge: For region-specific information (like local holidays, regulations, or offerings), ensure your knowledge base includes content for each language market.

Examples

Professional Service Business

Voice: Onyx (authoritative, professional)
Speaking Rate: 1.0x
Primary Language: English (US)
Communication Style: Professional
Personality Traits:
- Knowledgeable and confident
- Clear and direct
- Professional and efficient

Retail/E-commerce

Voice: Nova (energetic, friendly)
Speaking Rate: 1.1x
Primary Language: English (US)
Supported Languages: English, Spanish, French
Auto-Detect: Enabled
Communication Style: Friendly
Personality Traits:
- Helpful and enthusiastic
- Patient and understanding
- Positive and encouraging

Healthcare

Voice: Shimmer (calm, reassuring)
Speaking Rate: 0.9x (slightly slower)
Primary Language: English (US)
Communication Style: Professional with empathy
Personality Traits:
- Empathetic and caring
- Patient and understanding
- Professional and trustworthy
- Clear and reassuring

Testing Your Configuration

Voice Testing

For telephony channels, test how your selected voice sounds:

Go to Test Voice in the configuration panel
Enter sample phrases typical of your business
Listen to how the voice delivers different types of messages
Adjust speaking rate or try different voices if needed
Test with various message lengths and complexities

Language Testing

Test language detection and response quality:

Send test messages in each supported language
Verify the agent correctly detects the language
Check that responses are natural and accurate
Test language switching mid-conversation
Verify fallback behavior with unsupported languages

Personality Testing

Verify personality consistency:

Have conversations about different topics
Check that the agent maintains consistent tone
Verify brand voice guidelines are followed
Test with various conversation scenarios (simple, complex, escalation)
Review conversation logs for consistency

Troubleshooting

Voice sounds unnatural:

Try a different voice profile
Adjust speaking rate (slower often sounds more natural)
Check that your text doesn’t include special characters or formatting

Language detection errors:

Ensure the first customer message is substantial enough (not just “hi”)
Check that the language is in your supported languages list
Verify customer is using standard language (not heavy slang or mixed languages)

Personality inconsistent:

Review your personality guidelines for clarity
Ensure guidelines don’t contradict each other
Test with more specific instructions if needed
Check that your knowledge base content aligns with personality settings

Next Steps

Instructions Overview