Agent not sensing a person talking in outbound calls/ Outbound Agent "Deafness" & Inaudible Human Speech in Recordings

Support Help
1

Description: I am encountering a critical issue with outbound calls where the AI agent fails to “sense” or “hear” the human recipient, even when the human is speaking clearly. This is leading to “one-way audio” scenarios where the agent continues its script (ignoring interruptions) and the resulting call recording in the Retell Dashboard shows the human side as completely silent or inaudible.

2

Hi @ajithvpx

Could you please provide a few call IDs where you experienced this issue? This will help us investigate more effectively.

Thank you!

3

here other person is talking but not transcript and audio :

call_304dfff27779b258a7025b35d4e

call_a6d1098bc7670f8719146b96287

https://dashboard.retellai.com/call-history?agent=agent_a0a0f5193db5d29c62ada69d0d&history=call_a6d1098bc7670f8719146b96287

4

Hi @ajithvpx

Thank you for providing the call IDs. I’ve escalated this to our team for further review.

We’ll update you as soon as we have more information.

Best regards

5

Hi @ajithvpx

You could switch to “Remove noise” mode or “No denoising” mode, they could help to avoid such issues. The user’s speaking was detected as background speech and it was removed.
For more Details you can see this page: https://docs.retellai.com/build/handle-background-noise#set-denoising-mode

Thank You