Overview
Voice AI Desktop (VAD) is an application that transcribes your call audio in real-time. Unlike specific applications such as Softphones or WebRTC clients, VAD captures audio directly from the selected devices. The transcriptions generated by VAD, power Pega's Voice AI Product which provides AI Agent Assistance in your Pega application you utilize. VAD runs automatically in the background, usually requiring no configuration. It captures audio from your operating system’s default microphone and speaker when a call connects and stops capturing when the call ends.
If you use a non-standard device configuration for your Soft Phone or WebRTC device, you may set those devices within VAD to match the configuration in the Soft Phone or WebRTC device.
Best Practices
- Device Configuration: Ensure that VAD is set to use the same input (microphone) and output device (speaker) as your Softphone or WebRTC client. If you change devices in your Softphone or WebRTC client, update the Input and Output settings in VAD accordingly.
- Device Testing: Use the test buttons next to the input or output devices in VAD to verify that it is configured correctly. This will help confirm that VAD is using the same devices you use for calls.
- Using a Headset: For higher audio quality and more accurate transcriptions, it is recommended to use a headset.
Troubleshooting
- No Transcripts: If Voice AI is not providing call transcripts, first verify that VAD is running. In its minimized state, it will be located in the Windows System tray. If it is not running, open the VAD application and then minimize it.
- Single Participant Transcripts: If only one participant (e.g., only the customer) is generating transcripts, check that the input and output devices in VAD match those configured in your Softphone or WebRTC client.
- Technical Support: If issues persist, gather VAD logs for technical support. Click the "View Logs" button to open the directory containing the necessary logs and provide them to the team member handling your support request.