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Call quality problems fall into two categories: AI engine latency (how fast the assistant thinks and responds) and audio/network issues (the actual sound quality of the call). Start by identifying which type you’re dealing with.

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Understanding the Sources of Latency

Your choice of AI engine directly affects how quickly callers hear a response:

Fast Engine + Filler Audio

Minimal perceived latency. The assistant responds quickly and uses natural filler sounds (“one moment”, “hmm”) to mask any processing time. Best for most call types.

Standard or Accurate Engine

Longer processing time but more considered responses. Better suited for complex conversations where accuracy matters more than speed.

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Quick Fixes

If callers are noticing pauses, robotic audio, or dropped words, try these steps in order:
1

Run a test call

Use the Test Call feature in your assistant settings to reproduce the issue in a controlled environment before troubleshooting live traffic.
2

Switch to Fast Engine

In your assistant’s AI Engine Configuration, select Fast Engine to reduce response latency.
3

Enable Filler Audio

Turn on Filler Audio in your assistant settings. This covers processing pauses with natural sounds, making conversations feel more fluid even when the engine needs a moment.
4

Check your network

Poor network connectivity on your end — or at your SIP provider — can introduce jitter, packet loss, and audio degradation. Verify your internet connection and, if using SIP, check with your VoIP provider.
5

Test different voice models

If audio quality sounds distorted or unnatural, try switching to a different voice model in your assistant settings. Some voice models perform better on certain hardware or network configurations.

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Common Issues

This is usually an AI engine latency issue. Switch to Fast Engine and enable Filler Audio. If the problem persists on Fast Engine, simplify your system prompt — large prompts increase processing time.
Choppy audio typically indicates network packet loss or jitter, especially on SIP integrations. Check:
  • Your internet connection stability
  • Whether your SIP provider is experiencing issues
  • Firewall or QoS settings that may be throttling SIP/RTP traffic
If speech isn’t being detected or the assistant stops responding mid-call, noise cancellation may be filtering out the caller’s voice.
  1. Go to your assistant settings → Audio Enhancement Settings
  2. Disable Noise Cancellation
  3. Run a test call to confirm speech is now detected correctly
This is a known issue in some call environments with background noise patterns that resemble the caller’s voice.
Try a different voice model in your assistant settings. Adjust the speech speed setting if the voice is too fast or slow for clear comprehension. If you need a specific voice characteristic, consider using a cloned voice.

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Optimizing by Call Type

Call typeRecommended setup
Outbound salesFast Engine + Filler Audio
Inbound supportStandard or Accurate Engine; test with Filler Audio enabled
After-hours coverageFast Engine for responsiveness
Complex data gatheringAccurate Engine; callers expect slower, more deliberate responses
The combination of Fast Engine and Filler Audio resolves the majority of perceived call quality complaints. Try that combination first before investigating network-level issues.