> ## Documentation Index
> Fetch the complete documentation index at: https://docs.brilo.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Teach it names and terms

> Add your business name, staff names, and trade words to your Brilo agent recognition vocabulary so it hears callers correctly.

Your agent has a recognition vocabulary: a list of words you want it to hear correctly. Adding your business
name, your staff names, and your trade's vocabulary stops it mishearing the words that matter most on your
calls. This is about **hearing** rather than speaking, and it is the single highest value fix for an agent that
seems to misunderstand people.

## Before you start

* A call where a word was misheard. Read the transcript to see what your agent thought it heard.
* The words themselves: your business name, your staff, your products, your local place names.
* You will be working from a call transcript, where you can select a word and add it.

## Steps

<Steps>
  <Step title="Open a call where the word was misheard">
    Go to your call history and open the call. See
    [Read a call transcript](/reports/read-a-call-transcript).
  </Step>

  <Step title="Select the word in the transcript">
    Highlight the word your agent got wrong. Choose **Add this word to recognition vocabulary**, which is
    offered as **Help AI hear this**.
  </Step>

  <Step title="Add the correct spelling">
    Add the word as it should be, not as your agent heard it. Add each variant your callers actually say,
    including the short form of your business name.
  </Step>

  <Step title="Test it">
    Call your agent and say the word in a normal sentence, then read the transcript back to check it landed.
  </Step>
</Steps>

## You will know it worked when

* The transcript of a new call shows the word spelled correctly.
* Your agent answers a question containing that word instead of asking the caller to repeat it.

## What to add first

| Priority | What                                      | Why                                                    |
| -------- | ----------------------------------------- | ------------------------------------------------------ |
| 1        | Your business name, and the short version | Said on almost every call, and rarely an ordinary word |
| 2        | Your staff's first names                  | Callers ask for people by name                         |
| 3        | Your products, treatments, or services    | Especially anything from another language              |
| 4        | Local place names and street names        | Callers say them constantly and they are hard to hear  |
| 5        | Words specific to your trade              | The vocabulary an outsider would not know              |

## What this does not fix

**This is a hearing fix, not a speaking fix.** It improves how reliably your agent understands a word when a
caller says it. If your agent says a word wrongly, that is the voice rather than the vocabulary, and the
options are different: try another voice, or spell the word phonetically in your instructions where it is said
aloud. See [Available voices](/supported/voices) and
[My agent sounds wrong](/agents/my-agent-sounds-wrong).

## FAQ

<AccordionGroup>
  <Accordion title="How do I stop my agent mishearing my business name?">
    Add it to the recognition vocabulary from a transcript where it was misheard, along with the short form your
    callers use. Business names are rarely ordinary words, which is why this is usually the first thing worth
    adding.
  </Accordion>

  <Accordion title="Does this change how my agent says the word, or how it hears it?">
    How it hears it. Recognition vocabulary helps your agent understand a word when a caller says it. Changing
    how the word sounds coming out of your agent is a voice question. See
    [Available voices](/supported/voices).
  </Accordion>

  <Accordion title="Where do I add a word?">
    From a call transcript. Select the word your agent got wrong and choose to add it to the recognition
    vocabulary, which means the words you add are always ones that actually caused a problem on a real call.
  </Accordion>

  <Accordion title="How do I know whether it worked?">
    Read the transcript of a later call containing the word. The transcript shows what your agent heard, so a
    correctly spelled word there is proof, whereas a call that merely went well is not.
  </Accordion>

  <Accordion title="Should I add every product we sell?">
    No. Add the words that come up on calls and get misheard. A long list of words nobody says adds nothing, and
    the ones worth adding announce themselves in your transcripts within a week.
  </Accordion>

  <Accordion title="Does this help with strong accents?">
    It helps with the specific words you add, which is often enough, because the words that break a call are
    usually your names and your trade terms rather than ordinary English. It does not change how your agent
    handles an accent generally.
  </Accordion>

  <Accordion title="Do I need to add the same words for each agent?">
    Check each agent after adding, since the fix is only useful where the word actually comes up. If you run a
    second agent that handles the same calls, test it with the same word rather than assuming.
  </Accordion>
</AccordionGroup>

## Related

* [Read a call transcript](/reports/read-a-call-transcript), where you add words from
* [My agent sounds wrong](/agents/my-agent-sounds-wrong) for pronunciation and pace
* [Why it answered wrong](/knowledge/why-it-answered-wrong) when a misheard word caused a bad answer
* [What your agent can learn](/knowledge/what-your-agent-can-learn) for the rest of knowledge
* [Available voices](/supported/voices) if the problem is how a word is spoken