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When integrating a voice channel through the Automation Node in AI for Service, two modes are available: Real-Time Voice and TTS Streaming (ASR/TTS). These modes determine how user audio is processed and how responses are delivered. 
Real-Time Voice  →  Multimodal LLM  →  Audio response
TTS Streaming    →  Text LLM  →  AI for Service TTS engine  →  Audio response

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Real-Time Voice

Real-Time Voice enables natural conversation using multimodal language models that process audio input and generate audio output directly. How it works:
  • The Platform uses the configured real-time voice model to process user audio and generate audio responses.
  • Real-Time Voice must be enabled in both the AI for Service Automation Node and the Agentic App on the Platform.
  • If not enabled on the Platform side, audio requests fail with errors.
  • When Real-Time Voice is disabled in the Automation Node, the system defaults to ASR/TTS.
Note: Wait Time Experience is not supported for Real-Time Voice interactions.
To configure:
  1. Enable Real-Time Voice in the AI for Service Automation Node. Enable Real Time Voice
  2. Enable Real-Time Voice in the Agentic App and configure a model that supports real-time voice. Enable Real Time Voice in Agent Platform

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TTS Streaming (ASR/TTS)

TTS Streaming is the default when Real-Time Voice is disabled. The Platform uses a text-based LLM to generate responses; AI for Service converts the text to speech using TTS engines (Deepgram, ElevenLabs). How it works:
  • The Platform generates a text response and sends it to AI for Service.
  • AI for Service converts the text to speech using configured TTS engines.
  • When TTS Streaming is off, the full audio response is delivered only after the complete output is generated.
  • When TTS Streaming is on, text is streamed progressively as it is generated, reducing latency.
Wait-time experience: When processing is delayed, the Platform sends a filler or system-generated message as configured. AI for Service presents this to the user via TTS as it is received (when streaming is enabled). To configure:
  1. Disable Real-Time Voice in the AI for Service Automation Node.
  2. To enable streaming, turn on the TTS Streaming option. TTS Streaming
  3. No additional configuration is required on the Platform side.