Who can use this feature?
Plan: Call Center AI
Managed from: Admin Portal
User type: Admins (to enable), Users (to view alerts)
Customer voice change detection alerts agents when an unexpected voice change is identified on the customer side during a Voice Translation call. While Voice Translation is active, the translated audio can mask the customer's original voice, which makes it harder for agents to notice when a different person takes over the line. This feature flags that change so agents can re-verify who they are speaking with before sharing any sensitive information.
Info
Customer voice change detection works only on calls that use Voice Translation.
Enable customer voice change detection
Customer voice change detection is turned on by an Admin and applies to your whole team.
- In the Admin Portal, go to Settings >>> Team settings >>> Security >>> Voice security
- Turn on Customer voice change detection.
What agents see during a call
When an unexpected voice change is detected on the customer side, a notification appears at the top of the Voice Translation panel.
- New person detected: shown when the customer's voice changes and may belong to a different speaker.
- Back to person N: shown when an earlier speaker's voice returns (for example, Back to person 1).
Important
Treat a New person detected alert as a prompt to re-confirm who is on the line. Verify the speaker's identity before continuing to share account details or any other sensitive information.
FAQ
Both notifications dismiss automatically. New person detected clears after 10 seconds, and Back to person notifications clear after 5 seconds.
Detection waits until the new speaker has said enough to confirm a genuine voice change. Very short interjections may not trigger a notification.
Yes. Each notification has thumbs up and thumbs down buttons. Your feedback helps improve detection accuracy.
No. Customer messages stay labeled as customer in the conversation, regardless of any detected voice change.