Agent Dictionary
Published:
Overview
This guide explains how to use the Agent Dictionary to improve transcription accuracy for your AI Voice Agent. The dictionary allows you to add industry-specific words, proper nouns, and acronyms that the agent may otherwise mishear or transcribe incorrectly.
Steps to Configure the Agent Dictionary
- Navigate to Call Flows and locate the agent you want to edit.
- Ensure you are in the Advanced View.
- Go to Voice and click Agent Dictionary.
- Type in any words or acronyms you want to add to the dictionary.
- Once all words have been entered, click Save to Draft or Publish to Production.
- Hover over the information icon (?) for additional guidance on the dictionary feature.
Key Notes
| Item | Details |
|---|---|
| Best Use | Industry-specific terms, proper nouns, and acronyms that are frequently misheard |
| Why It Matters | Incorrect transcription of key words can cause the agent to misroute or misunderstand the caller |
| Example | The acronym NBN was being transcribed as Indian, causing incorrect call routing — adding it to the dictionary resolved this |
| Advanced View | Must be enabled to access the Agent Dictionary |
