Why does Sophiie sound distorted or slurred during phone calls?
Sophiie is built to deliver a clear, natural, and professional experience on every call. In rare cases, audio quality issues like slurring or distortion can occur. When they do, our team is here to investigate and resolve them quickly.
What can cause audio quality issues?
While Sophiie is a premium AI receptionist running on cloud infrastructure, there are occasional factors that can affect audio quality:
- Voice engine variations — Rare glitches in the voice engine that are typically resolved quickly through software updates
- Phone system compatibility — Some phone system or VoIP configurations may not be fully optimised for AI voice services
- Network conditions — Connectivity issues on the caller's end can sometimes affect how audio is received
These situations are uncommon, and when they do occur, our engineering team works quickly to address them.
What you can try first
Before reporting an issue, try these steps:
Test with different devices
- Try calling your Sophiie number from a different phone (mobile vs landline)
- Ask a colleague or test caller to call from a different device or location to see if the issue is consistent
Review recent changes
Consider whether the audio issues started after:
- Changes to your phone system or call forwarding setup
- Updates to your VoIP provider settings
- Moving to a new location or office
How to report audio issues
If you're experiencing audio quality problems, report the call directly through your dashboard. This sends the call recording and details straight to our engineering team so they can investigate with all the information they need.
When reporting, include:
- Specific examples — Date and approximate time when calls had poor audio
- Frequency — How often the problem occurs (every call, intermittently, certain times of day)
- Description — What the audio issue sounds like (slurred, robotic, choppy, cutting out)
- Caller feedback — What callers have reported about the experience
- Your setup — Type of phone system you're using (landline, VoIP, mobile diversion)
- Recent changes — Any modifications to your setup before the issues started
When to escalate to support
Reach out to our support team directly if:
- Audio issues are happening consistently across multiple calls
- Multiple callers are reporting the same problem
- The issue is impacting your business or customer experience
- You've reported the call but the problem is ongoing
What our support team can do
- Switch voice models — Our team can move you to a different voice engine, which often resolves audio issues immediately
- Investigate system-wide issues — If there's a broader platform issue, our engineering team will investigate and release patches
- Review your configuration — We can check your account settings and phone system integration for any compatibility issues
Preventing future audio issues
- Report issues early — The sooner we know, the faster we can address it before it impacts your business
- Monitor regularly — Periodically make test calls to your Sophiie number to ensure quality remains high
- Keep your setup updated — Ensure your phone system and network equipment are up to date
A note on resolution times
While we work quickly to resolve audio issues, some problems may take 24–48 hours to fully investigate and patch. If audio quality is severely impacting your business, let our support team know immediately so we can prioritise your case.
Audio quality is critical to delivering a professional experience for your callers, and we take these issues seriously. Contact us at support@sophiie.ai.