Voice AI technology brings new, innovative solutions to tackle this age-old problem, and Krisp’s background noise and voice cancelation removes unwanted noise around agents in the call center. And now, Krisp’s inbound noise cancellation technology is available for integration so that only the customer’s voice is heard by the agent, even if the customer is in their car, on a street or at the airport. 

By leveraging advanced algorithms and cutting-edge audio processing techniques, noise cancellation is a key technology supporting the way agents interact with customers, while improving key metrics that drive contact center performance.

The impact of noise on contact center operations

In dynamic contact center environments, noise pollution poses a dual challenge: 

1. Outbound noise, generated by agents’ surroundings, including background chatter, ringing phones and keyboard typing, creates an environment that disrupts agent concentration and customer satisfaction. 
2. Inbound noise, originating from the customer’s environment,, makes it difficult for agents to  comprehend customer inquiries and requests. Inbound noise impedes effective communication by muddling the clarity of the customer’s voice, leading to misunderstandings and longer handle times.

Harnessing noise cancellation technology

Krisp’s inbound noise cancellation technology, a sophisticated, AI-powered solution, mitigates the disruptive effects of ambient noise on inbound audio streams. By employing a combination of advanced Voice AI algorithms, Krisp’s Inbound SDK analyzes incoming audio signals in real-time, identifying and suppressing background noise while preserving the clarity and intelligibility of the primary speaker’s voice.

 The benefits of applying noise cancellation to the inbound stream in contact centers are compounding.

Enhanced Agent Performance:

• Noise-free communication empowers agents to focus their full attention on the customer’s needs without distractions.
• Improved comprehension leads to quicker issue resolution and higher first-call resolution rates.

Elevated customer satisfaction:

• Clear, uninterrupted conversations foster a positive customer experience, and enhance satisfaction levels and brand perception.
• Customers feel heard and valued when their concerns are addressed promptly and accurately.

Increased efficiency and productivity:

• Improving communication streamlines workflow processes, leading to shorter call durations and increased handling capacity.
• Agents handle higher call volumes effectively, contributing to overall contact center efficiency.

Enhanced metrics and performance indicators:

• Key performance indicators (KPIs) like average handle time (AHT), customer satisfaction scores (CSAT), and Net Promoter Score (NPS) see tangible improvements with the implementation of noise cancellation technology.
• Agents demonstrate higher levels of engagement and confidence, resulting in improved performance across the board.

Advanced optimization and specialized features

While the concept of noise cancellation technology is not new, its application within contact centers demands a level of sophistication and adaptability that sets it apart from conventional solutions. In the context of inbound noise cancellation, several additional optimizations and specialized features contribute to its effectiveness and versatility in addressing challenges found in contact center environments.

1. Network-aware AI models:

• Unlike outbound noise cancellation which primarily focuses on optimizing audio quality from the user’s microphone, inbound noise cancellation technology considers the impact of network conditions as well as various codecs applied to the audio stream by communication systems.
• Advanced Voice AI models are trained to dynamically adapt to varying network latency, jitter, and packet loss, ensuring optimal performance regardless of the communication platform or network infrastructure.

2. Tailored models for contact center use cases:

• Recognizing the diverse audio streams encountered in contact center environments, specialized Voice AI models are trained to accommodate both mobile and landline audio signals.
• These tailored models optimize noise cancellation algorithms for specific bandwidth constraints, ensuring consistent audio quality across different devices and communication channels.
• CPU-efficient models are developed to cater to thin client environments, where computational resources may be limited without compromising on performance or accuracy.

3. Ringtone detection AI model:

• In addition to noise cancellation, inbound stream processing incorporates a dedicated Voice AI model for ringtone detection.
• This sophisticated model identifies over 600 international dial tones, bypassing noise cancellation temporarily when a dial tone is detected.
• By enabling contact center agents or specialized software to recognize tone-based cues, like call waiting signals or IVR prompts, ringtone detection enhances call handling efficiency and enables proactive call management.

4.  Integration with web-based contact centers

• In response to the rise of web-based Contact Centers as a Service (CCaaS), Krisp is committed to ensuring web accessibility of its Inbound Noise Cancellation technology. 
• Krisp has prioritized the integration of this technology into its JavaScript SDK, empowering developers to seamlessly incorporate noise cancellation capabilities into web-based contact center applications. 
• This proactive approach underscores Krisp’s dedication to meeting the evolving needs of modern contact center environments, where web-based solutions are increasingly becoming the norm.
  Note that Krisp’s Inbound SDK is also available for native desktop apps – Win, Mac and Linux.

Pioneering the future of contact center communication

The integration of advanced optimization techniques and specialized features within inbound noise cancellation technology underscores its power to improve customer and agent communications. By addressing the nuanced intricacies of audio processing and network dynamics, these innovations empower contact centers to deliver unparalleled clarity and efficiency during customer interactions, translating to more effective agents and more satisfied customers.

The post AI-Powered Inbound Noise Cancellation: Clear Customer Calls in Contact Centers appeared first on Krisp.

“Phound was created to provide a confidential communications experience removing any concern of being tracked, listened to or exploited as the product,”  said Dave Erickson, Co-Founder & CEO of Phound. “This partnership with Krisp enhances our capabilities to keep the user’s information and conversations private and theirs.”     

“We’re proud to bring Krisp’s state-of-the-art technology to Phound to help further their mission of giving the most private and elevated communications experience to their users,” said Robert Shoenfield, EVP of Licensing and Partnerships at Krisp. “By combining the capabilities of Phound’s communications service with Krisp’s AI-powered noise cancellation, we are redefining what privacy can look like and unlocking new possibilities for meaningful and trusted connections.”

Phound is a complete communications platform with voice, video, messaging, meetings and auto attendant available on all devices. The cloud-based service puts the user in control of who can access their personal contact information through customizable options and identity verification. Phound secures a customer’s phone number (a.k.a. a personal and unique identifier) and protects them from the outside world, allowing them to connect freely.  By purchasing a number for $5/month or registering an existing vulnerable phone number with Phound, users control who can access them, eliminating unsolicited communication (including uninvited robocalls and spam texts), and safeguarding themselves from becoming unsuspecting victims of fraud.

About Phound:

Phound is a user-controlled, verified contact directory powering safer multimedia communications. By purchasing a number or registering an existing vulnerable phone number with Phound, users can take back complete privacy and control over how, where, and who  can contact them, and protect themselves from becoming unsuspecting victims of fraud.  For more information, visit www.phound.app

About Krisp:

Founded in 2017, Krisp pioneered the world’s first AI-powered Voice Productivity software. Krisp’s Voice AI technology enhances digital voice communication through audio cleansing, noise cancelation, accent localization, and call transcription and summarization. Offering full privacy, Krisp works on-device, across all audio hardware configurations and applications that support digital voice communication. Today, Krisp has transcribed over 10 million calls and processes over 75 billion minutes of voice conversations every month, helping businesses harness the power of voice to unlock higher productivity and deliver better business outcomes. 

Learn more about Krisp’s SDK for developers. 

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