A pronunciation rule fixes two different problems on voice calls:

• The bot says a word wrong. A brand name, acronym or product name is read the wrong way.
• The bot hears a word wrong. The caller says a word and the speech recognition writes down something else.

Rules apply to the voice channel on your site. Chat text on screen and transcripts of what the bot said are not changed by the spoken fix.

Add a Rule

1. Go to Channels, then IVR, and open the Pronunciation list.
2. Select Add.
3. In Written form(s), type every way the word can appear, separated by commas. Example: TriTool, Tri-Tool, Tri Tool.
4. Fill in one or both of the next two boxes:

• Voice, how to say it changes what the bot speaks. Example: Try Tool, Fiz-ick, or A P I to have letters read one at a time.
• Transcript text changes what the AI and the transcript receive when the caller says it. Example: the caller says "fizzicks" and the AI should understand "Physics".

1. Optionally choose a team so the rule applies to that team only. Leave it blank to apply to every team.
2. Select Save.

You should see "Pronunciation rule saved." Rules can take up to 15 minutes to reach live calls.

Good to Know

• Names written in joined capitals, such as TriTool, also match Tri Tool and tri-tool automatically. Turn on Exact match when you only want the exact spelling to match.
• A rule with only Voice filled in never changes what the caller's words are understood as. A rule with only Transcript text never changes how the bot speaks.
• Email addresses and web addresses are read aloud as words automatically, for example "name at company dot com".
• Rules you set for your site always win over the shared defaults.
• Turn a rule off with its switch instead of deleting it if you may want it back.

If a Word Is Still Wrong

Place a test call, say or hear the word, and check the written form matches what is in the rule. Add the spelling the transcript actually shows as another written form.