What is turn detection (endpointing)?
Deciding when the caller has finished their turn so the agent can reply.
Turn detection (endpointing), explained
Turn detection combines silence timing with the meaning of what was said. "My number is 98480..." followed by a pause is not the end of a turn.
Better turn detection makes replies faster without cutting people off mid-sentence.
Languages differ in rhythm and pause length, so turn detection tuned only on English can cut off speakers of other languages too early.
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Related terms
- Voice activity detection (VAD)Technology that detects when someone is speaking and when they've stopped.
- Barge-inThe caller's ability to interrupt the voice agent while it is speaking, and have it stop and listen.
- Latency (voice response time)The delay between the caller finishing speaking and hearing the agent's reply.
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