Voice-to-Voice Live Conversations

Live voice-to-voice conversations with real-time translation are available in Multichat when the Voice channel is enabled. This feature allows agents to communicate more efficiently by switching seamlessly between text and voice during live interactions.

Note: This feature is available in DRUID 8.11 onwards and ensures a smooth, natural communication experience, making live conversations more accessible and effective. In previous DRUID versions, voice-to-text was available only for chat users.

When the Voice channel is active in the bot channels settings, a microphone icon appears in all live chat conversations, except for the main bot interaction. Agents can use this icon to initiate voice-to-voice conversations directly within the chat.

Benefits

Enhances communication efficiency for agents and users.
Provides a flexible way to manage live interactions.
Supports real-time translation for multilingual conversations.

Key Features

Real-time voice communication – Engage in live voice conversations for a more natural interaction.
Non-disruptive integration – The microphone icon is available by default in eligible conversations, ensuring smooth and intuitive use.
Seamless Voice-to-Text switching – A new keyboard mode toggle allows agents to easily switch between voice and text input as needed.