Voice Experience
Shape how your AI agent sounds, behaves, and responds to caller emotions.
What is Voice Experience?
Voice Experience is where you define your AI agent's identity and behavior. This includes choosing its voice (how it sounds), setting its personality (how it communicates), configuring conversation features like filler phrases, and managing how it responds when callers get frustrated.
What You Can Do Here
Choose a Voice
Select from a library of professional TTS voices. Preview them before committing.
Set Bot Identity
Give your AI a name, personality description, and behavioral guardrails.
Configure Conversation
Set up filler phrases, fallback responses, and barge-in behavior.
Manage Sentiment Response
Control how the AI reacts when callers are upset or frustrated.
Voice Selection
Your AI's voice is the first thing callers notice. BLEUM supports multiple TTS providers with a variety of voice options.
How to choose a voice
Open the Voice Selection section and browse available voices. Each shows the provider and voice characteristics.
Type a sample sentence that matches your use case â like a greeting or a common response. Click "Test" to hear how it sounds.
Click "Set as System Voice" to apply it. All procedures will use this voice unless overridden.
Bot Identity
Bot Identity tells your AI who it is. This affects how it introduces itself, how it phrases responses, and what it avoids talking about.
- Company Name â Your business name, used in greetings and responses.
- Bot Name â What the AI calls itself (e.g., "Alex" or "BLEUM Assistant").
- Personality â A description of how the AI should communicate (e.g., "Friendly and professional, uses simple language").
- Guardrails â Things the AI should never do or discuss (e.g., "Never discuss competitor products").
Filler Phrases
Filler phrases keep the conversation feeling natural while the AI processes a response. Instead of silence, the caller hears something like "Let me check that for you" or "One moment, please."
You can set different filler modes:
| Mode | What Happens |
|---|---|
| Keyboard sounds | Caller hears typing sounds while the AI processes. |
| Voice + Keyboard | AI says a filler phrase, then keyboard sounds play. Most natural option. |
| Voice only | AI says a filler phrase without keyboard sounds. |
| None | No filler â silence while processing. Not recommended for longer waits. |
Sentiment Response
BLEUM can detect when a caller is upset or frustrated and automatically adjust the AI's behavior. This is one of the most powerful features for improving caller satisfaction.
How it works
During the call, BLEUM analyzes the caller's tone and word choice in real time. When frustration is detected, the AI can:
- Add empathy phrases â Automatically weave in phrases like "I understand this is frustrating" to acknowledge the caller's feelings.
- Offer escalation â If the caller stays upset, offer to transfer them to a human agent.
Empathy phrases
You can customize the empathy phrases the AI uses. Add phrases that match your brand voice. BLEUM tracks which phrases work best at calming callers and prioritizes the most effective ones over time.
Common Questions
Currently, the voice you set here applies across all procedures as your system voice. Multi-language support allows setting different voices for different languages.
BLEUM supports 7 languages with automatic language detection. You can set a different voice for each language in the Language Settings section.