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Why is Sophiie mishearing or misunderstanding callers?

Comprehension issues are usually something our team needs to look into. There are a few things you can check on your end first, but if the problem keeps happening, report it and we'll investigate.

Check your FAQs and Business Information

If Sophiie consistently gets specific words wrong — like suburb names, service names, or product names — you can help by adding them to your configuration.

  1. Go to Train Sophiie > Behaviors > Avoiding Confusion. Add the word Sophie is misunderstanding, and specify what the correct word should be. For example, if callers say "Currumbin Valley" and Sophie hears something else, add "Currumbin Valley" as the correct term.
  2. Also check Train Sophiie > Business Information — make sure your suburb, location names, and service area are spelled correctly. Sophiie uses this information to understand what callers are referring to.

Things that can affect comprehension

Comprehension issues are about 90% on the agent side and 10% caller environment. Most of the time, our team needs to investigate. However, there are some caller-side factors worth noting:

Speakerphone in loud environments: If callers are using speakerphone in a noisy environment (on a worksite, in a car, etc.), it can be significantly harder for Sophiie to understand them clearly. This is similar to how a human receptionist might struggle in the same situation.

Background noise: General background noise (traffic, machinery, wind) can interfere with speech recognition.

Strong accents: Sophiie handles Australian accents well, but very strong accents (from any background) can occasionally cause issues.

Asking callers to repeat information: If Sophiie is asking callers to repeat things they've already said, this may be a scenario configuration issue rather than a comprehension issue. Check that your scenarios don't have overlapping or duplicate questions. See our article: Why does Sophiie keep repeating herself? (link to article once published)

How to report a comprehension issue

  1. Go to your Inbox in the Sophiie dashboard
  2. Find the affected call
  3. Click the three dots on the call card and select Report Call
  4. Let us know:
    • What Sophiie heard vs. what the caller actually said
    • The specific call you reported

Need More Help?

Comprehension issues that persist after checking your FAQs and Business Information almost always need investigation from our team. Report the affected calls from your Inbox and let us know what Sophiie heard vs. what the caller actually said.

If you'd like to speak to a team member, let us know and we'll arrange it.