Voice Engine Glitch

Support Help
1

Hello! I’ve noticed in a significant amount of our calls that the voice engine will glitch and sometimes merge words together or speak garbled. See calls below. How do we fix that?

call_9f0f72d8c059a3b813ea0013452
call_3b66267e9c9bb61b7def4e447da

2

Hey @george1 Thanks for the details. I’m checking your Call IDs with the team and will get back to you as soon as I have an update.

Thank you.

3

Hey @george1 These two settings can be contributing to the perceived agent garbled speech: lowering the voice temperature (currently at 1.14) & lowering the ambient sound (coffee shop) and test that.

If the issue persists after these changes, please share one-two further call ids + approximate timestamp where you clearly heard the glitch, we can take a deeper look.

Thank You

4

Okay that makes sense, but it’s definitely not “perceived” garbled speech, it IS garbled. Listen to the calls yourself.

call_3b66267e9c9bb61b7def4e447da - 0:18 seconds
call_9f0f72d8c059a3b813ea0013452 - 0:03 seconds.

Sounds like a voice engine breakdown not interference with background sounds. Nonetheless, we will adjust and report back.

5

Hey @george1 Agent Chloe is on ElevenLabs’ Flash v2.5 model, another useful next test you can try is a different TTS provider

Two good A/B candidates:

  1. retell-Cimo — Different synthesis engine, similar female-American persona.
  2. A Cartesia female-American voice — different vendor entirely; useful as a second data point

Run 5–10 test calls on the new voice covering the same scenarios. If the garbling disappears, that confirms it’s ElevenLabs-side variance on Hailey/Flash v2.5 for these calls. If it reproduces cross-provider, send us a fresh call_id + timestamp and we’ll dig into the media path.

Thanks