What is Krisp Background Voice Cancellation?

Krisp BVC is an advanced AI noise-canceling technology that eliminates all background noises and other competing voices nearby, including the voices of other agents. This breakthrough technology is enabled as soon as an agent plugs in their headsets, without requiring individual voice enrollment or training. This innovative solution integrates smoothly with both native applications and browser-based calling applications via WebAssembly JavaScript (WASM JS), ensuring high performance and efficiency.

Why Choose Krisp BVC for Your Contact Center?

1. Enhanced Customer Experience

Customers often struggle with understanding agents when there’s background chatter, leading to frustration and reduced satisfaction. By using Krisp BVC, all extraneous voices and noises are filtered out, allowing customers to focus solely on the agent they are speaking with. This ensures a smooth and professional interaction every time, which directly contributes to higher CSAT scores.

2. Privacy and Confidentiality

In a contact center, the risk of customers overhearing personal information from other calls is a significant concern, especially for financial and healthcare customers. Krisp BVC addresses this by completely isolating the agent’s voice from the background, ensuring that sensitive information remains confidential.

3. Hardware Independence

While headsets and other hardware solutions provide some noise reduction, they do not eliminate background voices. Krisp BVC works independently of hardware, offering superior noise and background voice cancellation without the need for additional devices or complicated setups.

4. Plug-and-Play Functionality

Once the agent’s headset is plugged in, Krisp BVC is activated automatically. There’s no need for agents to enroll their voice or go through any training process, making it an effortless solution that saves time and resources.

5. Versatility Across Platforms

Krisp BVC is uniquely available for both native applications and browser-based calling applications through WASM JS. This means it can be integrated effortlessly into various platforms, ensuring consistent performance and reliability.

6. Efficient Performance

Krisp BVC is designed to run efficiently in the browser, making it an ideal solution for Contact Center as a Service (CCaaS) platforms. Its high-performance capabilities ensure minimal latency and a smooth user experience.

7. Improved CSAT Metrics

With the enhanced clarity of communication provided by Krisp BVC, customers are more likely to have positive interactions with agents. This leads to increased satisfaction, as reflected in improved CSAT metrics reported to us by a number of customers. Clear and effective communication is crucial in resolving issues promptly and accurately, which in turn boosts customer loyalty and satisfaction.

Integration Made Easy

Integrating Krisp BVC into your contact center application is straightforward. Here’s a sample code snippet to demonstrate how simple it is to get started:

Visualizing the Difference

The graphical representation above illustrates the clarity and focus achieved by using Krisp BVC. Notice how the agent’s speech is clear and distinct, free from background distractions.

Hear the Difference

Experience the transformative power of Krisp BVC with this audio comparison:

Without BVC – Competing Agent Voices

With BVC – Clear communication

Conclusion

Integrating Krisp BVC into your contact center solutions can significantly enhance the quality of interactions and customer satisfaction. Its ease of integration, combined with superior performance and versatility, makes Krisp BVC a must-have feature for modern contact centers. Upgrade your communication systems today with Krisp Background Voice Cancellation and experience the difference it makes, including improved CSAT metrics.

Ready to get started? Visit Krisp’s Developer Portal for more information and comprehensive integration guides.

The post Elevate Your Contact Center Experience with Krisp Background Voice Cancellation (BVC) appeared first on Krisp.

How it works: Krisp STT employs noise-robust deep learning algorithms for real-time on-device speech-to-text conversion. The process consists of several stages, including processing and turning speech into unformatted text, adding punctuation, capitalization and numerical values, redacting PII/PCI, and removing filler words on-device, in real-time. It then assigns text to speakers with timestamps before securely transmitting the encrypted transcript to a private cloud within each application.

“The success of our on-device transcriptions within the Krisp app has fueled demand for our STT SDKs,” said Robert Schoenfield, EVP of Licensing and Partnerships at Krisp. “Krisp STT SDKs are uniquely suited for applications and devices that require secure and accurate on-device transcriptions without the need of servers or an internet connection.”

Since introducing Transcriptions and Meeting Notes within the Krisp application, end users have generated more than 50 million hours of transcriptions. Today, Krisp STT SDKs are available for English and are speaker-accent robust, with plans to add other languages later this year including French, Spanish, and German. Krisp STT SDKs are also noise robust, as the underlying model is trained with noise represented in many use cases. 

Krisp STT SDKs are available today for Windows, Mac and Linux, with support for browser-based applications via WASM JS becoming available in the second half of the year. Krisp SDKs deliver industry-leading performance on-device while consuming minimal CPU and memory resources.

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 processes over 75 billion minutes of voice conversations every month, eliminating background noise, echoes, and voices in real-time, helping businesses harness the power of voice to unlock higher productivity and deliver better business outcomes. 

Learn more about Krisp’s SDK for developers.

The post Krisp launches On-Device Transcription SDKs for Integration appeared first on Krisp.

In today’s connected world, where web browsers serve as gateways to an assortment of online experiences, ensuring a seamless and productive user experience is paramount. One crucial aspect often overlooked in browser-based communication applications is voice quality, especially in scenarios where clarity of communication is essential. 

Diverse Applications of Noise Cancellation on the Web

From virtual meetings and online classes to contact center operations, the demand for clear audio communications has become ever more important, making AI Voice processing with noise and background voice cancellation an expected and highly sought-after feature. While standalone applications have provided this functionality, integrating this directly into browser-based applications has proven to be a challenge.

The need for noise and background voice cancellation extends beyond conventional communication platforms. In Telehealth, for instance, where accurate communication is vital for call-based diagnosis and consultation, background noise and voices can hinder effective communication.  Another interesting example is insurance companies, taking calls from their customers from the place of an incident. Eliminating background noise ensures that critical information is accurately conveyed, leading to smoother claims processing and customer satisfaction. These, and many other use cases, often involve one-click web sessions for the calls. 

Overcoming Challenges for Mobile Browser Integration

The growing demand for quality communications in browser-based applications extends to both desktop and mobile devices. Up until recently, achieving compatibility with mobile devices, particularly with iOS Safari, posed significant difficulties. Limitations within Apple’s WebKit framework and the inherently CPU-intensive nature of JavaScript solutions hindered bringing the power of Krisp’s technologies to mobile browser applications.

The introduction of Single Instruction, Multiple Data (SIMD) support marked a significant opening for Krisp to deliver its market-leading technology into Safari specifically, and mobile browsers generally. SIMD enables parallel processing of data, significantly boosting performance and efficiency, particularly on mobile devices with limited computational resources.

By leveraging SIMD, the Krisp JS SDK has achieved low levels of CPU efficiency, making its market-leading noise cancellation available for users on mobile browser applications. This breakthrough not only enhances the user experience but also opens up new possibilities for web-based applications across various industries.

As Krisp’s technologies continue to evolve and extend into new territories, the ability to make AI Voice features available for all users across desktop and mobile browser-based applications is fundamental and allows users to have seamless access to the best voice processing technologies in the market.

Try next-level audio and voice technologies

Krisp licenses its SDKs to embed directly into applications and devices. Learn more about Krisp’s SDKs and begin your evaluation today.

The post Enhancing Browser App Experiences: Krisp JS SDK Pioneers In-browser AI Voice Processing for Desktop and Mobile appeared first on Krisp.

BERKELEY, CALIF., (March 26 2024) Vonage, a global leader in cloud communications helping businesses accelerate their digital transformation and a part of Ericsson, has announced the addition of Vonage Enhanced Noise Cancellation to Vonage Contact Center (VCC). This noise and echo cancellation feature uses Krisp’s machine learning technology to eliminate disruptive background noises and voices, boosting agent productivity, reducing average handle time, and improving the overall customer experience.

Through Krisp’s proprietary Voice AI technology, Vonage Enhanced Noise Cancellation is one of the only offerings on the market with noise cancellation fully embedded and available out of the box, eliminating the need for onsite developers or IT departments to manually integrate the technology. Users simply click to add the noise canceling feature in the VCC dashboard. Unique to this feature is its ability to cancel noise and voices around agents and any inbound noise behind the caller, providing an exceptionally clear connection, and a better experience for all.

In addition to eliminating local and remote audio quality issues – including removal of background voices, fan sounds, pet sounds, acoustic echo, and more – Vonage Enhanced Noise Cancellation enables better recordings, and more accurately captures call data to deliver superior analytics by extracting more meaningful insights, such as customer behavior and agent performance. This drives improved efficiency and customer support and overall better communication on the leading method of connecting agents and customers.

“The ongoing prevalence of voice in a world where consumers are connecting with businesses and their favorite brands from literally anywhere has driven a considerable demand for clear, concise and noise-free, two-way connections,” said Mary Wardley, VP, Customer Service and Contact Center for IDC. “Vonage’s introduction of Enhanced Noise Cancellation provides an immediate and effective way to improve customer experiences that drive engagement while also providing better recordings and analytics to help businesses resolve issues faster and gain better insights that drive data-driven decisions.”

“Audio quality is often a concern when it comes to a busy contact center environment, and the addition of inbound noise from a caller can make the experience a challenging one,” said Savinay Berry, EVP Product and Engineering for Vonage. “By embedding the technology to ensure optimal audio quality from within the Vonage Contact Center, agents are more productive and more efficient while providing a better experience for customers. This seamless experience helps drive the kind of personal and meaningful engagement that leads to long-lasting customer relationships.”

“Customer communications with contact centers should only be focused on solving issues and extending services, and agents should not have concern or angst about the noises and other voices around them,” said Robert Schoenfield, EVP of Licensing and Partnerships at Krisp. “Krisp’s Voice AI technology, integrated seamlessly within Vonage Contact Center, delivers on the promise of clear communications for agents and customers on every call, no matter the environment on either side of the call.”

Vonage customer Champion Power Equipment, a global market leader in power generation equipment, relies on Vonage Enhanced Noise Cancellation to help its agents diagnose and triage inbound callers seeking service on equipment.

“At Champion Power Equipment, the Vonage Contact Center has been a game-changer in our customer support journey. The Enhanced Noise Cancellation feature’s remarkable effectiveness in minimizing background noise has transformed the way our agents handle inbound calls, leading to quicker resolution and heightened customer satisfaction,” said Pedram Koukia, Customer Service Supervisor for Champion Power Equipment, Inc.

Koukia continued, “With a notable 20 percent decrease in call abandonment rates and a remarkable 25 percent increase in first-call issue resolution, Vonage has become an indispensable asset in our commitment to delivering seamless service and maintaining our reputation as a global leader in power generation equipment.”

Lowell Five Savings Bank, a Boston area savings and financial institution for more than 165 years, has employed Enhanced Noise Cancellation to its Vonage Contact Center solution, which serves its in-office agents: “Most of our agents are in-house and noise is a frequent challenge, not only for the productivity of our agents but in enabling them to deliver a personal and private experience for our clients. With Vonage Enhanced Noise Cancellation, that is no longer an issue,” said the Contact Center Manager for Lowell Five Savings Bank. “Our agents are empowered with the tools they need to provide every client with the kind of one-on-one engagement that makes them feel comfortable and heard and that ultimately drives loyalty and repeat business.”

Vonage Enhanced Noise Cancellation is currently in beta and will be Generally Available in April 2024. To date, more than 100,000 calls into VCC and a total of 350,000 minutes have been completed by Vonage customers using Vonage Enhanced Noise Cancellation. A demo of this new feature will be available in the Vonage Booth #818 at Enterprise Connect March 25 – 28, 2023, at the Gaylord Palms Convention Center in Orlando, Florida.

About Vonage

Vonage, a global cloud communications leader, helps businesses accelerate their digital transformation. Vonage’s Communications Platform is fully programmable and allows for the integration of Video, Voice, Chat, Messaging, AI and Verification into existing products, workflows and systems. The Vonage conversational commerce application enables businesses to create AI-powered omnichannel experiences that boost sales and increase customer satisfaction. Vonage’s fully programmable unified communications, contact center and conversational commerce applications are built from the Vonage platform and enable companies to transform how they communicate and operate from the office or remotely – providing the flexibility required to create meaningful engagements.

Vonage is headquartered in New Jersey, with offices throughout the United States, Europe, Israel and Asia and is a wholly-owned subsidiary of Ericsson (NASDAQ: ERIC), and a business area within the Ericsson Group called Business Area Global Communications Platform. To follow Vonage on X (formerly known as Twitter), please visit twitter.com/vonage. To follow on LinkedIn, visit linkedin.com/company/Vonage/. To become a fan on Facebook, go to facebook.com/vonage. To subscribe on YouTube, visit youtube.com/vonage.

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 20 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 SDKs here.

This announcement originally appeared on Vonage.com

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FreeConferenceCall.com offers a suite of advanced features, including secure conferences with access codes and user roles, the ability to control behavior through DTMF and API controls for participant muting and meeting recording, and the capability to accommodate up to 1,000 callers per meeting. This cost effective but powerful solution empowers businesses and individuals to conduct seamless and productive conferences while maintaining security and control over their communication sessions.

With Krisp’s advanced Voice AI software now integrated into CarrierX’s services solution, participants will experience unparalleled audio clarity during their conference calls. Krisp’s technology sets the standard in audio cleansing, noise cancellation, and overall voice quality across digital voice communications. By eliminating background noise, echoes, and other disturbances in real-time, Krisp ensures that every participant’s voice is clear and distinct, regardless of the call environment.

“We are excited to bring Krisp’s state-of-the-art Voice AI technology to CarrierX’s FreeConferenceCall.com,” said Robert Schoenfield, EVP of Licensing and Partnerships at Krisp. “By combining the capabilities of CarrierX’s conferencing features with Krisp’s AI-powered voice clarity, we are redefining the standard for high-quality conference calls and unlocking new possibilities for productivity and collaboration.”

“Since Day 1, CarrierX has been committed to providing best-in-class collaboration tools to customers, irrespective of geography or economics, ” said Andy Nickerson, CEO of CarrierX.  “Integrating Krisp into FreeConferenceCall.com gives users more premium features to effectively and securely communicate without compromising quality for cost.”

The integration of Krisp and CarrierX’s Conference Endpoint solution underscores the commitment of both companies to deliver exceptional communication experiences and  improve the quality of digital voice interactions everywhere.

With the integration of Krisp, CarrierX customers now experience conference calls that are secure, feature-rich, and deliver impeccable voice quality for all participants.

About Krisp:

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 for individuals, developers, and businesses worldwide. Offering full privacy, Krisp works on-device, across all audio hardware configurations and applications that support digital voice communication. Today, Krisp has transcribed over 20 million calls and processes over 75 billion minutes of voice conversations every month, helping individuals and businesses harness the power of voice to unlock higher productivity. 

Learn more about Krisp’s SDKs and begin your evaluation today.

About CarrierX:

CarrierX is a leading provider of advanced communication solutions, offering a range of services for businesses and individuals. With a commitment to innovation and quality, CarrierX delivers reliable and cutting-edge communication tools to enhance connectivity and collaboration. The Conference Endpoint solution features secure conferences with access codes and user roles, DTMF and API controls, and support for up to 1,000 callers per meeting. For more information, visit www.carrierx.com/conference-endpoint.

The post Krisp and CarrierX’s FreeConferenceCall.com Integrate to Deliver AI-Powered Voice Clarity and Noise Cancellation appeared first on Krisp.

How Krisp AI Noise Cancellation works

Trusted by more than 100 million users to process over 75 billion minutes of calls monthly, Krisp’s Voice AI SDKs are designed to identify human voice and cancel all background noise and voices to eliminate distractions on calls. Krisp SDKs are available for browsers (WASM JS), desktop apps (Win, Mac, Linux) and mobile apps (ioS, Android.) The Krisp Audio Plugin for Twilio Voice is a lightweight audio processor that can run inside your client application and create crystal clear audio.

The plugin needs to be loaded alongside the Twilio SDK and runs as part of the audio pipeline between the microphone and audio encoder in a preprocessing step. During this step, the AI-based noise cancellation algorithm removes unwanted sounds like barking dogs, construction noises, honking horns, coffee shop chatter and even other voices.

After the preprocessing step, the audio is encoded and delivered to the end user. Note that all of these steps happen on device, with near zero latency and without any media sent to a server.

Requirements and considerations

Krisp’s AI Noise Cancellation requires you to host and serve the Krisp audio plugin for Twilio Voice as part of your web application. It also requires browser support of the WebAudio API (specifically Worklet.addModule). Krisp has a team ready to support your integration and optimization for great voice quality. 

Learn more about Krisp here and apply for access to the world’s best Voice AI SDKs.

Get started with AI Noise Cancellation

Visit the Krisp for Twilio Voice Developers page to request access to the Krisp SDK Portal. Once access is granted, download Krisp Audio JS SDK and place it in the assets of your project. Use the following code snippet to integrate the SDK with your project. Read the comments inside the code snippets for additional details.

Visit Krisp for Twilio Voice Developers and get started today. 

The post Twilio Partners with Krisp to Provide AI Noise Cancellation to All Twilio Voice Customers appeared first on Krisp.

The on-device requirement has in many ways shaped the technical specifications of the technology and posed a series of challenges that the team has been able to tackle head-on, working through various iterations. The path to achieving high quality on-device STT continues, as the Krisp app has now transcribed over 15 million hours of calls and the company is now making this technology for its license partners via on-device SDKs. Let’s dive into the specific challenges Krisp worked through to bring this technology to market. 

Challenges and solutions to on-device STT

Resource constraints

Without diving into the specifics of on-device STT technology and its architecture, one of the first and obvious constraints that the development had to be guided by was the computational resource. On-device STT systems operate within the confines of limited resources, including CPU, memory, and power. Unlike cloud-based solutions, which can leverage expansive server infrastructure, on-device systems must deliver comparable performance with significantly restricted resources. This constraint necessitates the optimization of algorithms, models, and processing pipelines to ensure efficient resource utilization without compromising accuracy and responsiveness. In many use cases, STT would need to run alongside the Noise Cancellation and other technologies, which further impacts the overall available bandwidth of resources.

Model complexity and size

The effectiveness of STT models hinges on their complexity and size, with larger models generally exhibiting superior accuracy and robustness. However, deploying large models on-device presents a formidable challenge, as it exacerbates memory and processing overheads. Balancing model complexity and size becomes paramount, requiring developers to employ techniques like model pruning, quantization, and compression to achieve optimal trade-offs between performance and resource utilization.

In order to achieve high quality transcripts and feature-rich speech-to-text systems, there is a need to build complex network architectures consisting of a number of  AI models and algorithms. Such models include language models, punctuation and text normalization, speaker diarization and personalization (custom vocabulary) models, each presenting unique technical challenges and performance considerations.

The technology that Krisp employs both in its app and SDKs includes a combination of all of the above-mentioned technologies, as well as other adjacent algorithms to ensure readability and grammatical coherence of the final output.

The language model enhances transcription accuracy by predicting the likelihood of word sequences based on contextual and syntactic information. It helps in disambiguating words and improving the coherence of transcribed text. The Punctuation & Capitalization Model predicts the appropriate punctuation marks and capitalization based on speech patterns and semantic cues, enhancing the readability and comprehension of transcribed text. While the Inverse Text Normalization model standardizes and formats transcribed text to adhere to predefined conventions, such as converting numbers to textual representations or vice versa, expanding abbreviations, and correcting spelling errors. For cases where customers might have domain-specific terminology or proper names that are not widely recognized by the standard models, Krisp also provides Custom Vocabulary support. 

Apart from the features ensuring text readability and accuracy, a major important technology included in Krisp’s on-device STT is Speaker Diarization. This model segments speech into distinct speaker segments, enabling the identification and differentiation of multiple speakers within a conversation or audio stream. It is crucial for speaker-dependent processing and improving transcription accuracy in multi-speaker scenarios.

Real or near real-time processing for on-device STT

Depending on a use case, on-device STT technology might have to deliver real or near real-time processing capabilities to enable seamless user interactions across diverse applications. Achieving low-latency speech recognition necessitates streamlining inference pipelines, minimizing computational overheads, and optimizing signal processing algorithms. Moreover, the heterogeneity of device architectures and hardware accelerators further complicates real-time performance optimization, requiring tailored solutions for different platforms and configurations. Krisp developers have achieved a delicate balance between latency, selecting optimal model combinations, ensuring processing synergy, and addressing the scalability and flexibility of the pipeline to accommodate various use-cases.

Robustness to variability

With a global and multi-domain user-base, there is an inherent variability of speech arising from diverse accents, vocabularies, environments, and speaking styles. Our on-device STT technology must exhibit robustness to such variability to ensure consistent performance across disparate contexts. This entails training models on diverse datasets, augmenting training data to encompass various scenarios, and implementing robust feature extraction techniques capable of capturing salient speech characteristics while mitigating noise and various device or network-dependent distortions.

In addition to addressing resource constraints and optimizing algorithms for on-device STT, Krisp prioritizes rigorous speech recognition testing to ensure its technology’s robustness across diverse accents, environments, and speaking styles.

Integration & embeddability of on-device STT

Along with being on-device, the technologies underlying the Krisp app AI Meeting Assistant are also designed with embeddability in mind. Integrating on-device STT technology into communication applications and devices presents a range of additional challenges, all of which Krisp has tackled. Resources must be carefully allocated to ensure optimal performance without compromising existing customer infrastructure. Customization and configuration options are essential to meet the diverse needs of end-users while maintaining scalability and performance across large-scale deployments. Security and compliance considerations demand robust encryption and privacy measures to protect sensitive data. Seamless integration with existing infrastructure, including telephony systems and collaboration tools, requires interoperability standards, codec support and integration frameworks.

One prevailing requirement for communication services is for on-device STT technology to be functional on the web. This presents a new set of challenges in terms of further resource optimization, as well as compatibility across diverse web platforms, browsers, frameworks and devices. 

Bringing it all together

While the integration of on-device STT technology into communication applications and devices presents challenges and requires meticulous resource utilization, customization, and seamless interoperability, Krisp has addressed these challenges and today delivers embedded STT solutions that enhance the functionality and value proposition for applications and their end-users.

Try next-level on-device STT, audio and voice technologies

Krisp licenses its SDKs to embed directly into applications and devices. Learn more about Krisp’s SDKs and begin your evaluation today.

The post On-Device STT Transcriptions: Accurate, Secure and Less Expensive appeared first on Krisp.

Krisp’s noise cancellation technology leverages advanced AI to eliminate background noise, ensuring that Zoho Voice users enjoy crystal-clear, uninterrupted conversations. This integration will be available for Zoho Voice users as an add-on for effective meetings and distraction-free calls.

Whether the agents are in a crowded office, coffee shop, or within the confines of their remote workspaces, this advanced noise cancellation and room echo elimination can seamlessly eliminate external disturbances, resulting in professional calls every time.

“Our integration with market leader Zoho Voice elevates the audio experience for their customers,” said Robert Schoenfield, Krisp EVP of Licensing and Partnerships. “They can comfortably communicate no matter their environment—especially important for customer-facing teams.”

About Zoho Voice

Zoho Voice is online telephony and contact center software that provides intuitive and insight-driven features designed for today’s hybrid workforce. It enables agents to work smarter, faster, and more collaboratively by leveraging seamless integrations with Zoho products CRM, Desk, Bigin, and ManageEngine ServiceDesk Plus to deliver optimal customer success.

Zoho Voice uses Zoho’s own cloud PBX (Private Branch Exchange) system at the backend to facilitate users to make and receive local and international calls in the number of their choice.

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 processes over 75 billion minutes of voice conversations every month, eliminating background noise, echoes, and voices in real-time, helping businesses harness the power of voice to unlock higher productivity and deliver better business outcomes.

Learn more about Krisp’s SDK for developers. 

The post Experience Krisp’s Noise Cancellation technology in Zoho Voice appeared first on Krisp.

The Distracting Noise Barrier: A Challenge in Contact Centers

Background noise and other voices are an adversary that contact centers have long battled, both for agents in the center and those working at home. Whether it’s the bustling office environment, the cacophony of daily life, or technical issues during remote work, noise can significantly hinder communication. This leads to misunderstandings, repeated conversations, and ultimately, reduced customer satisfaction. The struggle is not only faced by customers trying to reach out but also by agents striving to provide elevated service.

Enter Krisp SDKs: The Game-Changing Solution

Krisp’s Voice Productivity AI software is a groundbreaking solution that is transforming the way contact centers operate by eliminating background noise and voices (other agents, supervisors, even children for agents who work remotely) to exponentially improve voice quality. 

Krisp has emerged as a transformative force by offering an AI-powered voice processing solution that provides crystal-clear digital voice communication experiences. The technology employs advanced machine learning algorithms to filter out background noise, remove other voices and ensure that only the speaker’s voice is transmitted. This means that customers and agents can communicate seamlessly, regardless of their surroundings or physical environment. In addition, Krisp removes the background noise bidirectionally, from the customer to the agent as well, so that agents always clearly understand their customer.

Krisp SDKs integrate into most CCaaS platforms and are available across platforms, including WASM JS, Win, Mac, Linux, Android and iOS and has optimized its package to minimize its footprint and resource utilization while still delivering market-best voice quality performance. Processings real-time communications with no perceived delay added to calls, Krisp SDKs include support for fullband, wideband and narrowband calls. 

Krisp SDKs include:

• Noise Cancellation: microphone (outbound/uplink) stream, robust for noise types and SNR levels.
• Inbound Noise Cancellation: speaker (inbound/downlink): optimized for inbound PTSN/mobile, removes background noise from customer to agent and has intelligence to allow ringtones to pass through to the agent.
• Background Voice Cancellation: removes competing voices around the agent, including other agents and supervisors. There is no need for training or enrolling the agent’s voice. 
• Accent Localization: localizes Indian English accents so that US-based customers hear US-neutral accents. This is done so that there is no perceived delay during the call and agents sound natural in their speech, tones and pitch. Additional geographic accents will be added.

How Krisp’s Voice Productivity AI Works

Krisp’s technology works on a simple yet ingenious principle. It employs two-way voice processing – one deployed in the microphone stream (uplink/outbound) and one in the speaker stream (downlink/inbound). For the agent, the technology uses AI to distinguish between the agent’s voice and background noise and other voices. All noise and competing voices are then canceled out, leaving only the agent’s voice to be transmitted. For the customer’s inbound audio stream, the technology similarly filters out any residual noise, ensuring that the audio received is crisp and clear. 

Krisp SDKs are all integrated on-device with no cloud/server connectivity, processing or storage.

Benefits for Customers

For customers interacting with contact centers, the advantages of Krisp are quantitative and qualitative. First and foremost, the elimination of background noise means that queries and concerns are heard accurately, resulting in quicker issue resolution. This leads to higher customer satisfaction rates and an overall positive perception of the brand’s commitment to quality service. Additionally, improved audio quality reduces the likelihood of miscommunications, misunderstandings, and repetitive conversations. This enhances the overall customer experience and reducing the time required on a call. Krisp contact center customers report on average a 10% reduction in average handle time (AHT), an 8% increase in customer satisfaction scores (CSAT), and a 25% increase in agent satisfaction.

Empowering Contact Center Agents with Voice AI

While the customer experience is paramount, Krisp’s Voice AI technology also greatly benefits contact center agents. Agents are better able to focus on the conversation at hand without struggling to decipher muffled speech or loud distractions. This heightened focus not only boosts their efficiency but also reduces stress levels, leading to improved job satisfaction. With clearer audio, agents can provide more accurate responses, leading to faster call resolutions and increased agent productivity. Agents are able to have clear voice communications independent of their headset type or quality level. In fact, many contact centers using Krisp have reduced their investments and now purchase much lower priced headsets, as Krisp far outperforms and out-delivers even the most expensive headsets.

Bridging the Accent Gap – Accent Localization

Krisp has developed Accent Localization technology to enable clear communications across countries, languages and accents. Starting with India-based agents for North American customers, agent accents are localized to sound similar to North American accents, lessening the friction between consumers and agents equipped to help them solve their problems. Krisp will be adding additional accent coverage in 2024 for most major markets. This highly valuable breakthrough technology will enable highly qualified agents in emerging markets to be able to serve demanding customers comfortably without the risk of unintelligibility or bias from customers due to accent.

Elevating Work from Home

The global shift toward remote work has posed new challenges for contact centers. Agents are now working from a variety of locations, each with its own set of background noises. Krisp has risen to this challenge by offering a powerful solution that ensures remote agents can maintain the same level of professionalism as their office counterparts. Customers never know if any agent is working in a large, loud contact center, or at home with unpredictable background noises.

Integration and Accessibility

One of the remarkable features of Krisp’s Voice AI technology is its ease of integration into existing contact center platforms. This means that contact centers can seamlessly incorporate Krisp’s voice processing capabilities into their operations without disrupting their existing workflows. Krisp integrates with browser-based applications, as well as native applications, both on desktop and mobile. This approach ensures that the power of Krisp is accessible to businesses of all sizes, from enterprise-level platforms to those serving mid-market and SMB.

The Future of Customer-Centric Communication

In a world where customer expectations are continually on the rise, Krisp is leading the way in revolutionizing how contact centers provide clear voice communications. By addressing the perennial challenge of background noise, audio quality and accents, Krisp’s Voice Productivity AI is enhancing customer experiences, boosting agent productivity, and redefining the parameters of efficient communication.

In conclusion, the power of Krisp’s Voice Productivity AI software within contact center platforms is undeniable. It is reshaping the industry by transforming the way customer interactions occur. The technology’s ability to eliminate background noise, block competing voices, localize accents and deliver crystal-clear audio profoundly impacts both customer satisfaction and agent efficiency. As we move forward in this digital age, Krisp plays a pivotal role in shaping the future of customer-centric communication. Contact center platforms embracing this technology will gain a competitive edge, setting new standards in the realm of customer service.

The post Enhancing Contact Center Platforms with the Power of Voice Productivity AI appeared first on Krisp.