Experiencing High Latency

Accent Softening has High Latency

The Accent Softening solution is an on-cloud solution hosted in-region near the agent. If the Accent Softening latency is under one second from when the words are spoken to when they are heard, then the solution is likely working as intended. While the latency is higher than without the solution, the benefits of the Accent Softening solution often result in a better overall customer experience.

The Tomato.ai Accent Softening solution adds about 120 to 600 milliseconds to the latency without the solution, depending on which voice is selected. Voices with the descriptor Low Latency are on the lower end of the latency spectrum but might sound more robotic. Based on customer feedback, select these lower latency voices if the overall latency is too high.

If the overall one-way latency is over one second, then:
– If you are on wifi, set up a wired connection, then quit the app and restart it
– Next, check your network speed. Make sure it is at least 10 Mbps upload

If it is still an issue, then it might be a bug. Please share your logs using these instructions

Noise Cancellation has High Latency

The Noise Cancellation solution is on-device and only adds about 20 milliseconds to latency without the solution (i.e. time from when the agent speaks to when they are heard).

If the latency is much higher than your normal latency, then it might be a bug. Please share your logs using these instructions