I am losing my mind trying to evaluate the Agent Assist architecture. We are trying to stream live stereo audio from Genesys Cloud to our proprietary AI transcription engine using the Audiohook integration. The connection establishes fine, but the AI engine keeps returning garbled transcripts or complaining about missing media packets. I checked the SIP traces, and the call looks perfectly fine to the agent. Why is the Audiohook stream so degraded when the actual phone call is crystal clear? Is the Audiohook compressing the audio or losing packets?
Hey man! I deal with this all the time when integrating Microsoft Teams direct routing! The problem is probably not the SIP signaling at all, but the actual RTP media stream over the Audiohook WebSocket! The Audiohook integration sends raw PCM audio frames. If your proprietary AI engine isn’t buffering those frames correctly or if it drops the WebSocket connection for even a millisecond, the audio gets completely scrambled! You need to make sure your AI server is located geographically close to the Genesys Cloud AWS region to minimize latency, otherwise the jitter will destroy the transcription quality!
Wow, Audiohook is such a powerful tool, but it definitely has a learning curve! I actually built a Java middleware for this exact scenario! The previous reply is right about latency, but you also have to check the payload format! Genesys Cloud Audiohook streams 8kHz PCMU (mu-law) audio by default to save bandwidth. If your proprietary AI engine is expecting 16kHz wideband audio or a different codec, it will try to transcribe the 8kHz stream and output total garbage! Make sure you negotiate the correct media format in the initial WebSocket handshake!
To append to the previous architectural points, you must also verify the channel separation. Audiohook provides a stereo stream, where channel 0 is the external customer and channel 1 is the internal agent. If your AI transcription engine assumes a mono stream and attempts to mix the channels indiscriminately, the resulting transcription will be a garbled overlap of both speakers.
You must explicitly configure your ingestion API to process the channels independently. Furthermore, ensure your outbound network allows persistent WebSockets; firewall DPI (Deep Packet Inspection) often interferes with continuous binary streams.