This feature provides comprehensive call review capabilities by combining transcription, audio synchronization, and intelligent analysis tools to deliver complete insights into voice interactions.

• Enable detailed call review and analysis by accessing synchronized transcriptions with audio playback, generating conversation summaries with sentiment analysis, and displaying essential call metrics for performance evaluation.

• A customer service manager reviews a complex support call by reading the transcription while listening to the synchronized audio, uses the AI-generated summary to quickly understand key discussion points, analyzes the sentiment data to gauge customer satisfaction, and examines call duration and outcome metrics to assess agent performance and identify areas for improvement.

• Complete call transcriptions synchronized with audio playback for detailed review.
• AI-generated brief yet comprehensive conversation summaries.
• Sentiment analysis to understand customer emotions and guide improvements.
• Integration with other KPIs for comprehensive performance assessment.
• Display of essential call details including duration and outcome.
• Holistic view of interaction for complete call analysis.

This feature manages BOT behavior during caller silence periods by implementing an intelligent retry system. It maintains conversation flow, prevents premature call termination, and ensures professional customer experience through configurable timeout mechanisms and customizable engagement prompts.

• Configuration Purpose: Enable administrators to:
• Define precise silence detection parameters.
• Configure retry behavior with customizable delays and attempt limits.
• Create personalized re-engagement prompts.
• Establish professional call termination procedures.
• Handle unresponsive callers while maintaining service quality.
• Prevent unnecessary call drops due to temporary silence periods.

• Feature:

• Silence Threshold & Retry Delay: Configurable timing (seconds) to determine silence detection and retry triggers.
• Retry Count Management: Customizable retry attempts (0 to skip retries) for balanced persistence.
• TTS Retry Prompt Toggle: Enable/disable text-to-speech retry prompts with switch control.
• Custom Retry Prompt Creation: Text area for personalized "Are you still there?" messages.
• Audio Preview Integration: Built-in preview (0:00 / 0:00 display) for testing retry prompts.
• Advanced TTS Hangup Options: Expandable section for call termination settings.
• Professional Call Termination: Custom hang-up prompt with media upload capability.
• Graceful Session Management: Systematic handling of unresponsive periods with professional experience.

• Example Use Case:

  A healthcare appointment booking BOT is configured with:
• 15-second silence threshold.
• 3 retry attempts.
• Custom prompt: "I'm here to help - are you still looking for an appointment time?".

When a patient pauses to check their calendar, the BOT waits 15 seconds then plays the prompt. After three failed attempts, it delivers: "I understand you may need more time to decide. Please call back when you're ready, and I'll be happy to help you schedule your appointment. Have a great day!" before ending the call professionally.

This advanced multilingual configuration system provides comprehensive language support and text-to-speech customization. It enables BOTs to deliver natural, culturally appropriate voice experiences across multiple languages with sophisticated voice controls and automatic language detection.

• Configuration Purpose: Empower administrators to:
• Configure multilingual BOT capabilities with appropriate TTS engines.
• Customize voice actors and speech parameters for optimal experience.
• Implement automatic language detection for dynamic conversation flow.
• Fine-tune voice characteristics to match brand personality.
• Adapt to regional preferences across diverse customer bases.
• Optimize voice settings for different languages and dialects.

• Feature:

• Multi-Language TTS Selection:
• Dropdown interface: "TTS Languages (1 selected)".
• Support for English, Hindi, and regional languages.
• Easy selection and management system.
• TTS Engine Configuration:
• Choice between professional engines (Sarvam, Azure).
• Engine-specific optimization for different languages.
• Regional dialect support.
• Auto Switch Language Intelligence:
• Toggle-enabled automatic language detection.
• Dynamic response switching based on customer's spoken language.
• Seamless conversation flow without interruption.
• Advanced TTS Engine Options:
• Expandable configuration panel with gear icon.
• Deep customization settings for professional deployment.
• Comprehensive voice control options.
• Custom TTS Prompt Configuration:
• Large text area for custom prompt entry.
• Personalized message creation for specific use cases.
• Flexible prompt customization.
• Language-Specific Settings:
• Individual language configuration (English as default).
• Dedicated input fields for language customizations.
• Regional adaptation capabilities.
• Voice Actor Selection:
• "Select Speaker" dropdown with multiple voice options.
• Brand-appropriate voice selection for different segments.
• Professional voice actor library.
• Voice Parameter Controls:
• Pitch Control: Slider for tonal variation adjustment.
• Pace Control: Speaking speed customization.
• Loudness Control: Volume level fine-tuning.
• Precise slider controls for optimal customer experience.
• Integrated Audio Preview:
• Built-in preview system (0:00 / 0:00 timeline).
• Play controls for real-time voice testing.
• "PREVIEW" button for comprehensive validation.
• Quality assurance before customer deployment.
• Example Use Case: An international e-commerce support BOT serves customers across India and the Middle East:
• Configured with English and Hindi using Sarvam TTS engine.
• English: Professional female voice, moderate pitch/pace.
• Hindi: Warm male voice, slower pace for clarity.
• Auto-switch enabled for seamless language transitions.

When a Mumbai customer starts speaking Hindi after English greeting, the system detects the change and transitions to Hindi with pre-configured voice settings, maintaining context while adapting voice characteristics for localized experience.

This intelligent interruption handling system allows the BOT to respond naturally to customer interjections during prompts. It evaluates real-time user input, determines contextual relevance, and seamlessly continues conversations based on customer responses, creating a more human-like interaction experience.

• Configuration Purpose: Enable the BOT to:
• Handle customer interruptions during prompt delivery.
• Evaluate interruption relevance to current conversation context.
• Process valid responses and advance conversation flow.
• Re-prompt or redirect when interruptions don't match context.
• Maintain natural conversation rhythm based on live user input.
• Prevent rigid, scripted interactions that ignore customer intent.

• Feature:

• Real-Time Interruption Detection: Immediate recognition when customers speak during BOT prompts.
• Contextual Evaluation: Smart analysis to determine if interruption matches current prompt context.
• Dynamic Response Processing: Ability to process valid interruptions and advance conversation appropriately.
• Intelligent Routing: Redirect non-contextual interruptions to correct conversation components.
• Natural Flow Management: Seamless conversation continuation based on user intent rather than script adherence.
• Flexible Prompt Handling: Re-prompting capability when interruptions require clarification.
• Live Input Processing: Real-time evaluation and response to customer speech patterns.

• Example Use Case: A customer service BOT is asking "Please provide your account number" when the customer interrupts with "I want to cancel my subscription." The BOT immediately stops the account number prompt, recognizes this as a valid service request (even though it doesn't match the current prompt context), and redirects the conversation to the cancellation flow, responding with "I understand you'd like to cancel your subscription. Let me help you with that process."

This comprehensive keyword tracking system enables administrators to monitor specific terms and phrases during conversations through both predefined keyword lists and AI-driven dynamic keyword detection. It provides valuable insights into customer sentiment, common issues, and conversation patterns for analytics and improvement purposes.

• Configuration Purpose: Empower administrators to:
• Track specific business-relevant keywords and phrases.
• Monitor customer sentiment through keyword analysis.
• Identify common issues and escalation triggers.
• Configure threshold-based alerting for keyword frequency.
• Implement dynamic keyword detection using AI prompts.
• Generate analytics reports based on keyword occurrence.
• Improve customer service through conversation insights.

• Example Use Case: A telecommunications company configures their BOT to track escalation-related keywords:
• Defined Keywords: "refund," "cancel," "supervisor" with synonyms like "money back," "terminate," "manager".
• Random Keywords Prompt: "Capture words related to escalation, like 'I want to talk to the manager,' 'issue is not getting resolved,' 'I want to escalate,' and any similar phrases".
• Threshold Setting: 2 mentions trigger alert.

When a customer says "This is terrible service, I want my money back and need to speak to your manager," the system captures "money back" (refund synonym) and "manager" (supervisor synonym), triggering an immediate escalation alert.

• Feature:

• Define Keywords Section:
• Main Keyword Input: Primary keyword entry field (e.g., "Cars").
• Synonyms Management: Tag-based synonym system with removable tags (Mercedes, alto, ciaz, thar).
• Dynamic Synonym Addition: "Type and press Enter" functionality for easy synonym expansion.
• ADD Button: Simple addition of new keyword groups.
• Random Keywords Section:
• AI-Driven Prompt Configuration: Large text area for natural language keyword detection prompts.
• Contextual Keyword Detection: Example prompt for escalation-related phrases.
• Dynamic Pattern Recognition: AI-powered identification of similar phrases and expressions.
• Flexible Keyword Capture: Ability to detect variations and contextual mentions.
• Configure Threshold:
• Frequency-Based Alerting: Numeric threshold setting (shown as "2").
• Alert Trigger Management: System flags keywords when mentioned above set limit.
• Example Logic: "If limit is '3' and 'test drive' is spoken more than three times, system identifies and flags it".
• Customizable Sensitivity: Adjustable threshold for different keyword importance levels.
• Allow Interruption Toggle:
• Interruption Management: Enable/disable customer interruption during keyword capture.
• Conversation Flow Control: Balance between keyword detection and natural conversation flow.
• User Experience Optimization: Prevent keyword tracking from disrupting customer interaction.