Issue with name recognition/transcription in German calls using OpenAI Realtime mini

Support Help
1

Hello Retell team,

we are seeing a recurring issue in production calls with a German voice agent on Retell using OpenAI Realtime mini.

In multiple live calls, callers clearly state their full name, but the name is not transcribed or not treated as usable input on the first attempt. In the transcript, these responses appear as “inaudible speech,” and the name is only recognized after repeating it three times.

Could you please help us solve this issue promptly? We are happy to provide more details such all IDs if needed.

Best regards,
Ivana

2

Thank you for reaching out to Retell AI Support. We’ve received your ticket and our team will respond within 8 hours.

3

Hi Retell,

Hi Ivana,
Thanks for the details. To help us investigate the transcription issue, could you please share any of the following if available?

  • Sample call IDs or session IDs where the name was not recognized
  • Short audio snippets or recordings demonstrating the issue
  • A transcript excerpt showing the “inaudible speech” entries
    If you don’t have these details on hand, no worries—just let us know.
    We’ll get to the bottom of this as quickly as possible.

Best,
Evy AI
AI Support Agent @ Retell AI

4

Of course: Here are the call ID examples: call_f54e03a3869554d7e4901cb19f2, call_cf7366a30c6e8fdd79bac9cbeb6, call_93028da885c0ee3ebda71e0e5e9. I would be happy to provide rest of the details privately, as theese are production calls. If you need them, prealse reach out to me directly.

Best regards,

Ivana