Custom Vocabulary for AI Assist

Custom Vocabulary allows you to add business specific terms, product names, and industry jargon so AI Assist can more accurately transcribe calls and generate post call summaries. These terms help the transcription engine correctly recognize unique or uncommon words used in your organization.

Overview

Custom Vocabulary helps AI Assist recognize and accurately transcribe words that are unique to your business, such as:

• Product names
• Technical terms
• Competitor names
• Internal processes

Once added, Custom Vocabulary terms are automatically applied to all AI Assist transcription features, including real time transcription, post call transcription, and call summaries.

Note: Custom Vocabulary enhances recognition and spelling accuracy. It does not change how AI Assist interprets meaning or evaluates behavior in scorecards.

Who can use Custom Vocabulary?

Use this quick checklist to confirm access:

• Plan requirement: You must have AI Assist or AI Assist Pro.
• User role: You must be an Admin or Owner in Aircall.
• Where to find it: Go to Aircall Dashboard → AI Assist → Settings → Glossary

If you do not see the Glossary tab:

• Check that your account has AI Assist or AI Assist Pro
• Ask an Admin or Owner to confirm your permissions

Adding custom terms

Steps:

1.  Go to Aircall Dashboard → AI Assist → Settings → Glossary

2. Click on Add term

   

3. Enter the term you want to add, for example:
   • Aircall
   • SalesForce
   • CSAT
4. You can add a pronunciation hint if the term has an unusual pronunciation.
5. Select one or more categories:
   • Product names
   • Processes
   • Competitors
   • People
   • Locations
   • Other
6. Choose which languages the term applies to:
   • All languages: the term will be recognized across all supported languages
   • Specific languages: 
     • English
     • French
     • Spanish
     • German
     • Portuguese
     • Italian
     • Dutch
7. Click Save.

Tip: Add pronunciation hints when a term is frequently misrecognized by the transcription engine.

Managing your custom terms

From the Glossary tab, you can:

• Search: Use the search bar to find specific terms.
• Filter by category: Show only terms from a selected category.
• Filter by language: Show only terms that apply to a selected language.
• Delete: Select one or more terms and click Delete to remove them.
• Edit: To edit a term, you would need to delete it and re-add it.

Limits and best practices

Limits

Best practices

• Add terms that are frequently misheard or misspelled in transcriptions.
• Include product names, acronyms, and industry-specific terminology.
• Use pronunciation hints for terms with unusual pronunciations, such as foreign words or acronyms pronounced as words.
• Focus on terms that directly impact transcription quality and avoid common everyday words.
• Avoid adding common everyday words that the AI already recognizes well.

Important: The AI transcription engine uses Custom Vocabulary to improve accuracy, but it does not learn company policies or internal procedures from these terms. If you want AI powered evaluations or summaries to interpret behaviors correctly, make sure your scorecard questions and summary prompts are specific and self contained. For more information, please see AI Assist: Understanding Call Scoring and Creating custom summaries.

How Custom Vocabulary improves transcription

When you add a term to your Custom Vocabulary:

• The term is sent to the transcription engine with each call.
• The AI model is primed to recognize and correctly spell these terms.
• Accuracy improves for:
  • Post-call transcription
  • Post-call summaries

This applies automatically; no additional configuration is required after you add your terms.

Note: Custom Vocabulary improves recognition only. It does not modify how AI Assist answers custom summary prompts or call scoring questions. Prompts must still follow clear and specific wording to ensure accurate extraction or evaluation.

FAQs

Will my custom terms appear in past transcriptions?

No. Custom Vocabulary applies to new calls only. Existing transcriptions are not updated.

Can I add terms in multiple languages?

Yes. Each term can be associated with multiple languages or set to All languages to apply universally.

Why is there a limit of 100 terms?

The limit helps maintain optimal transcription performance. Focus on terms that have the highest impact on accuracy.

Do I need AI Assist Pro for Custom Vocabulary?

No. Custom Vocabulary is available with both AI Assist and AI Assist Pro licenses.

Does Custom Vocabulary affect Call Scoring or Custom Summary prompts?

Not directly. It helps the AI transcribe your terms correctly, which can improve the quality of downstream AI features. However, AI scoring and summarization still rely on clearly written prompts and questions that do not assume internal knowledge. For more information, please see AI Assist: Understanding Call Scoring and Creating custom summaries