Brilo AI lets contact centers customize voices, cadence, and speech rate for live and automated inbound calls using selectable text-to-speech voices, prosody controls, and configuration options in the Brilo AI dashboard. You can choose from built-in voice models, adjust speech pacing and pause behavior (cadence), and tune overall speaking speed (speech rate) to match brand tone and compliance needs. Advanced options such as SSML markers, phonetic lexicon entries, or custom voice models are available when enabled for your deployment; contact Brilo AI Support for voice cloning or bespoke voice work. These controls are applied per voice agent and per script so teams can A/B test tone and pacing across call flows.

Can I change the voice on live calls? — Yes. You can swap the Brilo AI voice agent’s TTS voice for new calls or new flows; in-progress calls keep their configured voice.

Can I make the AI speak more slowly or quickly? — Yes. Adjust speech rate settings or use prosody/SSML to target precise pacing for sensitive conversations.

Can cadence be set differently for specific prompts? — Yes. Cadence (speech pacing and pause rules) can be configured per prompt, per route, or per campaign.

Contact center buyers ask about voices, cadence, and speech rate because agent tone directly affects caller trust, compliance, and task completion rates. In regulated sectors like healthcare and banking, teams must balance natural-sounding interactions with clear signaling for disclosures, authentication prompts, and escalation points. Buyers need predictable controls that let them standardize language and timing across thousands of calls while retaining the ability to customize for specific programs or customer segments.

Brilo AI voice agent customization is managed at the voice-agent and call-flow level in the Brilo AI dashboard. Administrators select a TTS voice or a custom model, then tune prosody and pacing settings that determine cadence and speech rate during runtime. Brilo AI applies those settings when rendering prompts, using SSML tags and phonetic lexicon entries where supported to refine pronunciation and intonation.

In Brilo AI, voice is the selected speech model that renders text as audio for a Brilo AI voice agent.

In Brilo AI, cadence is the configured pacing and pause rules that control how the agent delivers prompts.

In Brilo AI, speech rate is the overall speed setting that increases or decreases how fast the agent speaks.

For guidance on natural-sounding voices and pacing best practices, see the Brilo AI article on whether the AI sounds natural or robotic: Brilo AI: Does the AI sound natural or robotic?

Technical terms you may see in the dashboard or documentation include TTS, SSML (Speech Synthesis Markup Language), prosody, voice cloning, phonetic lexicon, and intonation.

Brilo AI enforces safety and usability boundaries to avoid misunderstanding or misuse of voice customization:

In Brilo AI, a guardrail is a configuration or enforced behavior that prevents a voice agent from altering mandated wording, timing, or escalation triggers.

Healthcare
A hospital call center uses Brilo AI voice agent cadence controls to slow speech rate on post-discharge follow-up calls so elderly patients can better understand medication instructions. The team applies a softer TTS voice and inserts brief pauses before instructions for patient confirmation.

Banking / Financial Services / Insurance
A bank configures Brilo AI to use a formal male voice for fraud alerts and increases cadence (shorter pauses) for authentication prompts to reduce call duration while keeping authentication language unchanged. An insurer deploys a slightly faster speech rate for routine policy-balance notices but switches to a slower cadence for claims-eligibility scripts.

Note: These examples show configuration patterns; consult Brilo AI Support for assistance with compliance-sensitive wording and to validate that any voice adjustments meet your regulatory obligations.

Brilo AI voice agent workflows can hand off to human agents or specialized flows when cadence or content signals a need for live assistance. You can configure:

When a handoff occurs, Brilo AI preserves the most recent prosody metadata so humans arriving mid-call understand the flow and caller state without re-scripting.

For guidance on handling accents and pronunciation during setup, see: Brilo AI: How does the AI handle accents and speech variations?

Can Brilo AI clone our brand voice?

Brilo AI can support custom voice work when your organization requests voice cloning; speak with Brilo AI Support to review requirements, legal permissions, and onboarding steps. Custom voice cloning is enabled per engagement and requires approval.

Will changing speech rate affect call recordings or transcripts?

Adjusting speech rate changes audio output only; Brilo AI’s transcription and summary pipelines continue to capture content. However, very fast or very slow speech may affect automated transcription quality, so test settings with representative calls.

Can I set different cadence for different caller segments?

Yes. In Brilo AI you can apply voice, cadence, and speech rate settings per route, campaign, or caller segment using CRM flags or routing rules to match tone to audience needs.

Does Brilo AI support SSML?

Brilo AI supports SSML-style prosody and pause controls in configurable prompts for precise intonation and timing where your deployment supports it. Contact Brilo AI Support if you require advanced SSML features.

Are there default templates for compliance-sensitive prompts?

Brilo AI provides baseline prompt templates and recommended prosody settings that prioritize intelligibility and disclosure preservation; your team can copy and customize these templates in the dashboard.