Backchanneling
WHAT IT MEANS
Small sounds like “hmm,” “okay” or “ji” that show the AI is listening.
Real example
The customer explains a problem. The AI says “haan ji” in between.
What’s normal
It makes calls feel more human when used lightly. Overused, it feels fake.
The India angle
“Ji,” “haan” and “achha” are natural in Indian conversations.
Questions to ask your vendor
Does your agent use listening sounds?
Can we choose which words it uses?
Can it be turned off?
Related terms
Companies that do this
Other terms in Conversation Flow
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