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Voice AI : Noise Cancellation & Backchanneling

Improve Voice AI call clarity with Noise Cancellation and Backchanneling. Learn how to enable the Labs feature, reduce background noise, and customize affirmations.

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  1. Key Benefits of Voice AI Noise Cancellation & Backchanneling
  2. Noise Cancellation Modes
  3. Backchanneling Settings
  4. How To Set Up Voice AI Noise Cancellation & Backchanneling
  5. Enable the Feature in Labs
  6. Configure an Agent
  7. Test Before Going Live
  8. Best Practices & Recommended Defaults
  9. Frequently Asked Questions
  10. Related Articles

Give every voice conversation studio-quality clarity and a natural “human” feel. GHL Customer Care’s Noise Cancellation cleans up background distractions while Back channeling adds brief acknowledgments (like “uh-huh”) to signal active listening. Enable and configure them directly in agent settings, tune a few options, and improve comprehension, confidence, and call flow in minutes.Before configuring these options on an agent, enable Voice AI – Noise Cancellation & Backchanneling from Labs.

TABLE OF CONTENTS

What is Voice AI Noise Cancellation & Backchanneling?

Noise Cancellation and Backchanneling are audio enhancements for Voice AI calls. Noise Cancellation reduces ambient distractions so the primary speaker is easier to understand, while Backchanneling inserts short, natural listener cues during brief pauses to keep conversations flowing. Together, they make AI-handled calls clearer and more engaging without changing your existing call flows.

Key Benefits of Voice AI Noise Cancellation & Backchanneling

Understanding the practical outcomes helps you decide when to enable each setting and how to configure them for your environment, team, and brand voice.

  • Clarity: fewer repeats and misheard details, even in busy environments.

  • Professionalism: consistent, polished sound that reflects your brand standard.

  • Engagement: subtle cues show the caller they’re being heard and understood.

  • Efficiency: smoother pacing reduces “sorry, say that again” interruptions.

  • Customization: adjustable frequency and editable phrases to match tone.

Noise Cancellation Modes

Choose the Noise Cancellation level that fits your workspace. Start with a general filter for typical office noise and escalate to suppress overlapping voices if your teams work in shared spaces or call centers.

  • Remove Noise: filters common ambient sounds (e.g., HVAC hum, keyboard taps, traffic).

  • Remove Noise + Background Speech: adds suppression of overlapping voices for maximum intelligibility in shared environments.

    Step 2 of 2: Remove Noise + Background Speech: adds suppression of overlapping… What this shows Step 2 of 2: Remove Noise + Background Speech: adds suppression of overlapping voices for maximum intelligibility in shared environments. What this shows Shows what this covers for step 2 of 2 in the "Noise Cancellation Modes" section of "Voice AI : Noise Cancellation & Backchanneling". This screenshot accompanies step 2 of 2 in the "Noise Cancellation Modes" section of "Voice AI: Noise Cancellation & Backchanneling". At this point in the walkthrough you remove Noise + Background Speech: adds suppression of overlapping voices for maximum intelligibility in shared environments. Step 2 of 2Image 1 of 6 What this coversRemove Noise + Background Speech: adds suppression of overlapping voices for maximum intelligibility in shared environments.
    All 2 steps in this procedure
    1. Remove Noise: filters common ambient sounds (e.g., HVAC hum, keyboard taps, traffic).
    2. Remove Noise + Background Speech: adds suppression of overlapping voices for maximum intelligibility in shared environments. this image

Backchanneling Settings

Backchanneling mirrors natural conversation by adding quick acknowledgments during micro-pauses. The right cadence and words keep the caller comfortable without interrupting their train of thought.

  • Backchannel Frequency: set how often brief acknowledgments occur (from rare to frequent).

  • Backchannel Words: edit the list of short phrases (e.g., “yeah,” “okay,” “uh-huh”) to align with your brand, language, and culture.

    Step 2 of 2: Backchannel Words: edit the list of short phrases (e.g., “yeah,”… What this shows Step 2 of 2: Backchannel Words: edit the list of short phrases (e.g., “yeah,” “okay,” “uh-huh”) to align with your brand, language, and culture. What this shows Shows what this covers for step 2 of 2 in the "Backchanneling Settings" section of "Voice AI : Noise Cancellation & Backchanneling". This screenshot accompanies step 2 of 2 in the "Backchanneling Settings" section of "Voice AI: Noise Cancellation & Backchanneling". At this point in the walkthrough you backchannel Words: edit the list of short phrases (e.g., “yeah,” “okay,” “uh-huh”) to align with your brand, language, and culture. Step 2 of 2Image 2 of 6 What this coversBackchannel Words: edit the list of short phrases (e.g., “yeah,” “okay,” “uh-huh”) to align with your brand, language, and culture.
    All 2 steps in this procedure
    1. Backchannel Frequency: set how often brief acknowledgments occur (from rare to frequent).
    2. Backchannel Words: edit the list of short phrases (e.g., “yeah,” “okay,” “uh-huh”) to align with your brand, language, and culture. this image

How To Set Up Voice AI Noise Cancellation & Backchanneling

A clean, repeatable setup ensures consistent audio quality across agents and sub-accounts. Configure at the agent level where available, then validate with a quick test call.

Enable the Feature in Labs

  1. Navigate to Settings > Labs.
  2. Locate Voice AI – Noise Cancellation & Backchanneling.
  3. Turn the feature on.
  4. Return to Voice AI > Agents to configure the feature for the desired agent.

Configure an Agent

  • Navigate to Voice AI → Agents and select Edit on the agent you want to update.

    Step 1 of 5: Navigate to Voice AI → Agents and select Edit on the agent you want to… What this shows Step 1 of 5: Navigate to Voice AI → Agents and select Edit on the agent you want to update. What this shows Shows where to go for step 1 of 5 in the "Configure an Agent" section of "Voice AI : Noise Cancellation & Backchanneling". This screenshot accompanies step 1 of 5 in the "Configure an Agent" section of "Voice AI: Noise Cancellation & Backchanneling". At this point in the walkthrough you navigate to Voice AI → Agents and select Edit on the agent you want to update. The next step is to open the Advanced Settings panel. Step 1 of 5Image 3 of 6 Where to goNavigate to Voice AI → Agents and select Edit on the agent you want to update.
    Buttons and menus referenced Voice AI → AgentsEditAdvanced SettingsNoise CancellationBackchannelingFrequencyBackchannel WordsSave
    Next stepOpen the Advanced Settings panel.
    All 5 steps in this procedure
    1. Navigate to Voice AI → Agents and select Edit on the agent you want to update. this image
    2. Open the Advanced Settings panel.
    3. Choose your Noise Cancellation mode.
    4. Enable Backchanneling, set Frequency, and adjust Backchannel Words if desired.
    5. Click Save.

  • Open the Advanced Settings panel.

    Step 2 of 5: Open the Advanced Settings panel What this shows Step 2 of 5: Open the Advanced Settings panel. What this shows Shows where to go for step 2 of 5 in the "Configure an Agent" section of "Voice AI : Noise Cancellation & Backchanneling". This screenshot accompanies step 2 of 5 in the "Configure an Agent" section of "Voice AI: Noise Cancellation & Backchanneling". At this point in the walkthrough you open the Advanced Settings panel. For context, this section explains: Navigate to Voice AI → Agents and select Edit on the agent you want to update. Open the Advanced Settings panel. Choose your Noise Cancellation mode. Enable Backchanneling, set Frequency, and adjust Backchannel Words if desired. Click Save. The next step is to choose your Noise Cancellation mode. Step 2 of 5Image 4 of 6 Where to goOpen the Advanced Settings panel.
    Buttons and menus referenced Advanced SettingsVoice AI → AgentsEditNoise CancellationBackchannelingFrequencyBackchannel WordsSave
    Next stepChoose your Noise Cancellation mode.
    All 5 steps in this procedure
    1. Navigate to Voice AI → Agents and select Edit on the agent you want to update.
    2. Open the Advanced Settings panel. this image
    3. Choose your Noise Cancellation mode.
    4. Enable Backchanneling, set Frequency, and adjust Backchannel Words if desired.
    5. Click Save.

  • Choose your Noise Cancellation mode.

    Step 3 of 5: Choose your Noise Cancellation mode What this shows Step 3 of 5: Choose your Noise Cancellation mode. What this shows Shows what to choose for step 3 of 5 in the "Configure an Agent" section of "Voice AI : Noise Cancellation & Backchanneling". This screenshot accompanies step 3 of 5 in the "Configure an Agent" section of "Voice AI: Noise Cancellation & Backchanneling". At this point in the walkthrough you choose your Noise Cancellation mode. For context, this section explains: Navigate to Voice AI → Agents and select Edit on the agent you want to update. Open the Advanced Settings panel. Choose your Noise Cancellation mode. Enable Backchanneling, set Frequency, and adjust Backchannel Words if desired. Click Save. The next step is to enable Backchanneling, set Frequency, and adjust Backchannel Words if desired. Step 3 of 5Image 5 of 6 What to chooseChoose your Noise Cancellation mode.
    Buttons and menus referenced Noise CancellationVoice AI → AgentsEditAdvanced SettingsBackchannelingFrequencyBackchannel WordsSave
    Next stepEnable Backchanneling, set Frequency, and adjust Backchannel Words if desired.
    All 5 steps in this procedure
    1. Navigate to Voice AI → Agents and select Edit on the agent you want to update.
    2. Open the Advanced Settings panel.
    3. Choose your Noise Cancellation mode. this image
    4. Enable Backchanneling, set Frequency, and adjust Backchannel Words if desired.
    5. Click Save.

  • Enable Backchanneling, set Frequency, and adjust Backchannel Words if desired.

    Step 4 of 5: Enable Backchanneling, set Frequency, and adjust Backchannel Words if… What this shows Step 4 of 5: Enable Backchanneling, set Frequency, and adjust Backchannel Words if desired. What this shows Shows what this covers for step 4 of 5 in the "Configure an Agent" section of "Voice AI : Noise Cancellation & Backchanneling". This screenshot accompanies step 4 of 5 in the "Configure an Agent" section of "Voice AI: Noise Cancellation & Backchanneling". At this point in the walkthrough you enable Backchanneling, set Frequency, and adjust Backchannel Words if desired. The next step is to click Save. Step 4 of 5Image 6 of 6 What this coversEnable Backchanneling, set Frequency, and adjust Backchannel Words if desired.
    Buttons and menus referenced BackchannelingFrequencyBackchannel WordsVoice AI → AgentsEditAdvanced SettingsNoise CancellationSave
    Next stepClick Save.
    All 5 steps in this procedure
    1. Navigate to Voice AI → Agents and select Edit on the agent you want to update.
    2. Open the Advanced Settings panel.
    3. Choose your Noise Cancellation mode.
    4. Enable Backchanneling, set Frequency, and adjust Backchannel Words if desired. this image
    5. Click Save.

  • Click Save.

Test Before Going Live

  • Use the built-in Test options (e.g., Call Me or Web Call) to preview clarity and cadence.

  • Have a teammate speak from a typical environment (open office, car, café) to validate results.

  • Review the call in Voice AI → Dashboard/Logs to confirm audio quality and pacing.

Default, battle-tested settings help teams see immediate gains while minimizing side effects. Adjust from here based on real call recordings and feedback.

  • Start simple: Remove Noise only; escalate to Background Speech suppression if nearby talk remains distracting.

  • Moderate cadence: set Backchannel Frequency to a middle value for natural flow.

  • Short, neutral phrases: keep acknowledgments brief and culturally appropriate.

  • Tune with other automations: if you use Idle Reminder Timer, avoid overly frequent backchannels that could crowd the conversation; consider a higher idle threshold.

  • Validate with real scenarios: test in the actual environments where agents work.

Frequently Asked Questions

Q: Do these enhancements affect both what the caller hears and what the agent hears?
Yes. Noise suppression focuses audio on the primary speaker, improving clarity on both sides of the call.

Q: Will Backchanneling talk over the caller?
Backchanneling inserts brief acknowledgments only during short pauses to avoid interrupting speech.

Q: Can I customize phrases by language?
Yes. You can edit the Backchannel Words list. Keep phrases short and ensure your selected voice supports the language.

Q: Can I enable different settings per agent?
Yes, when agent-level Audio Enhancements are available. Edit each agent to apply specific Noise and Backchanneling settings.

Q: What should I test before rollout?
Validate clarity in typical environments (open office, car), confirm cadence feels natural, and review recordings/logs for any suppression of intended voices.

Q: Why do I not see Noise Cancellation or Backchanneling in my agent settings?

Validate clarity in typical environments (open office, car), confirm cadence feels natural, and review recordings/logs for any suppression of intended voices.

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