Add Hebrew Support for IVR Text-to-Speech, Call Transcription, and Call Intelligence in Zoho Voice

Add Hebrew Support for IVR Text-to-Speech, Call Transcription, and Call Intelligence in Zoho Voice

Hello Zoho Voice Team,

We would like to submit a feature request to add Hebrew language support across Zoho Voice's AI-powered voice capabilities, particularly for organizations operating in Israel and serving Hebrew-speaking customers.

Current Situation:
Zoho Voice currently supports Text-to-Speech (TTS) in the following languages: English, Chinese, Danish, Dutch, Finnish, French, German, Italian, Japanese, Norwegian, Polish, Portuguese, Russian, Spanish, Swedish and Turkish

In addition, Zoho Voice offers advanced AI capabilities such as:

Call Transcription – automatic conversion of call recordings into text.

Call Intelligence – sentiment analysis, customer intent detection, conversation summaries, customer satisfaction insights, politeness analysis, and agent performance metrics.

However, Hebrew is currently not supported in these features.

Requested Enhancement:
We would like Zoho Voice to add Hebrew language support for:

1. IVR Text-to-Speech (Highest Priority)

Enable Hebrew text-to-speech generation for IVR menus, announcements, queue messages, and automated voice prompts.

This is the most critical requirement for organizations operating in Israel. Many businesses would prefer dynamically generated Hebrew voice prompts instead of recording and maintaining audio files manually.

Example use cases:
  1. Welcome messages
  2. Department selection menus
  3. Queue and waiting announcements
  4. Emergency announcements

2. Call Transcription

Allow automatic transcription of Hebrew call recordings into searchable text.

Benefits include:

  1. Faster call reviews
  2. Easier compliance audits
  3. Improved quality assurance processes
  4. Better documentation
  5. Searchable conversation history
3. Call Intelligence

Extend Call Intelligence capabilities to Hebrew conversations, including:

  1. Sentiment analysis
  2. Customer intent detection
  3. Emotion detection
  4. Automatic call summaries
  5. Customer satisfaction scoring
  6. Politeness analysis
  7. Agent performance insights

We understand that implementing Hebrew support for Call Intelligence may be more challenging due to the additional AI and language-processing requirements. However, Hebrew transcription technology is widely available today, and support for Hebrew Text-to-Speech in IVR systems is already common across many telephony platforms.

Business Value

Adding Hebrew support would provide significant value for organizations in Israel and Hebrew-speaking communities worldwide by:

  1. Improving customer experience through native-language IVRs.
  2. Reducing the effort required to manage recorded prompts.
  3. Enabling AI-powered analytics for Hebrew customer interactions.
  4. Increasing Zoho Voice adoption within the Israeli market.
  5. Allowing organizations to fully utilize existing AI capabilities without language limitations.

Suggested Implementation Priority

If implementing all three capabilities simultaneously is not feasible, we recommend the following order:

  1. Hebrew Text-to-Speech for IVR announcements and prompts.
  2. Hebrew Call Transcription.
  3. Hebrew Call Intelligence.

This phased approach would immediately address the most impactful business requirement while allowing more advanced AI capabilities to follow later.

We believe Hebrew language support would be a valuable addition to Zoho Voice and would significantly improve the experience for organizations serving Hebrew-speaking customers.

Kind regards,
Ram