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Manage Business Details & Configurations

Business Voice Engine

Written By Anand Raj

Last updated 4 months ago

The Business Voice Engine is the AI engine that powers the agents for a business. As an Agency, you pick the engine that best fits the business's calling needs — language coverage, accent handling, or specialized use cases like order taking.

Note: The voice engine is initially set during Business Onboarding from the Internal Process step. You can change it any time later from this screen.

Assign or change the voice engine

  1. Open the business and scroll to Select a Voice Engine.

  2. Pick one engine that fits the business.

  3. Save. New calls start using the selected engine immediately.

Only one engine can be assigned to a business at a time.

Available engines

Engines are grouped by capability. Today there are four engines available — if you don't see one you need, reach out to the Kickcall support team.

  • General-Purpose — Supports 40+ languages, but the agent speaks only one language at a time (the one selected in configuration). Highest accuracy when the business operates in a single language.

  • Multilingual-Purpose — Agent speaks multiple languages and auto-detects the caller's language from their words. Accuracy may dip if the caller switches languages frequently within the same call.

  • Indo — Built for the Indian-English community. Supports all major Indian languages alongside English and handles callers who mix English with an Indian language naturally.

  • Order Taker — Purpose-built for order taking. Understands menus, captures orders accurately, and collects credit card details securely.

Versions and updates

Each engine has its own version (for example, Indo 2.5.1 with 2.6.0 available). When a new version is released, you'll see an Update available indicator on the engine card.

Engines are never auto-updated for a business. The Agency must update each business manually so you stay in control of when changes go live.

What the Business sees

The voice engine is a backend setting. Businesses do not see engine selection or versions inside their Business Portal — it's handled entirely by the Agency, which is normally how Businesses prefer it.

Frequently Asked Questions

No. Only one engine can be active for a business at any time. To switch, just select a different engine and save.

Ongoing calls finish on the engine version they started with. New calls placed after the update use the new version.

Yes, it may. Agent templates are normally well tested against a specific engine version. If your running agent was built on top of an older engine version and you update the engine, you may see some performance impact on upcoming calls — though the chance of a negative impact is low. We recommend reviewing a few calls after any engine update.

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