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Two settings in the Call Settings block affect how a call sounds. Advanced Noise Cancellation changes what your agent hears from the caller. Add Background Noise changes what the caller hears from your agent. They solve opposite problems and you will usually only want one of them.

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Before you start

  • An agent. See Create your first agent.
  • Five minutes and a phone, ideally somewhere noisy.
  • You will be working in the Call Settings block of your agent’s Configure tab.

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Steps

1

Open Call Settings

Open your agent, go to Configure, and scroll to Call Settings.
2

Turn on Advanced Noise Cancellation

Switch it on. It applies enhanced noise reduction to the caller’s audio, so traffic, a busy shop, or a car makes less of a mess of what your agent hears.Leave it on unless you have a reason not to. The cost is negligible and the benefit shows up on every call from a mobile.
3

Test from somewhere noisy

Call your agent from a car, a street, or a room with a television on. Ask a question with a number in it, like a phone number or a postcode, since that is where mishearing hurts most. See Test your agent yourself.

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You will know it worked when

You call from a noisy place, say a phone number, and your agent reads it back correctly. If it still mangles words specific to your business, that is vocabulary rather than noise. See Teach it names and terms.

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Adding background noise to your side

Some accounts have Add Background Noise, which plays quiet ambient sound behind your agent so the line does not feel unnaturally silent. Turn it on and you get two more controls:
  • Environment. Either Office or Keyboard typing.
  • Background Noise Volume. From 0 to 50 percent, in steps of 10.
Keep it low. 10 or 20 percent reads as a real office. Anything higher competes with your agent and makes it harder to hear, which is the opposite of what you wanted.
Add Background Noise and Speaking Rate are not enabled on every account yet. If you cannot see them in Call Settings, they are not available to you, and there is nothing to switch on. Email support@brilo.ai if you need them.

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What else you can do here

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If it did not work

Your agent still mishears callers. Noise cancellation cleans the audio, it does not teach your agent new words. Business names, staff names, drug names, and street names all need adding to the recognition vocabulary. See Teach it names and terms. The caller sounds distant or clipped. Noise reduction removes sound, and on a very quiet caller it can take a little of the voice with it. Turn it off and compare the same call both ways. Background noise drowns out your agent. Lower Background Noise Volume to 10 percent, or turn it off. It is decoration, not a feature worth losing clarity for. Callers say the line sounds dead. That is the silence between turns rather than the audio itself. Background noise helps if you have it, and a shorter idle nudge helps more. See Pauses, silence and interruptions. Audio is choppy or delayed. That is a connection problem rather than an agent setting, so none of these switches will help. Contact support@brilo.ai with a call reference.

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FAQ

Two separate causes. Background noise on the caller’s end, which Advanced Noise Cancellation in Call Settings fixes, and words it has never been taught, which it cannot guess. Add your business name, staff names, and trade words to the recognition vocabulary. See Teach it names and terms.
Yes, in almost every case. Most callers ring from a mobile, often outdoors or in a car, and it measurably improves what your agent hears. Turn it off only if a very quiet caller sounds clipped.
On accounts that have Add Background Noise in Call Settings, yes. Choose Office or Keyboard typing and set the volume between 0 and 50 percent. Keep it at 10 or 20, because higher settings compete with your agent’s voice.
A little, and only at a low volume. It removes the unnaturally silent line. It does nothing for the thing callers actually notice, which is how your agent handles being interrupted and whether it answers the question asked.
Choppy audio, echo, and delays are connection problems rather than agent settings, so noise cancellation will not fix them. Send a call reference to support@brilo.ai.
Yes. It applies to the caller audio on every call the agent handles, inbound and outbound alike.