Mar 12: Krisp announced customer-side Accent Conversion, a real-time, inbound Accent AI capability designed to improve agents’ comprehension during live customer calls. The launch addresses a persistent challenge in customer experience: even when audio is clear, comprehension can break down across customers’ accents and dialects, increasing effort for agents and friction for customers.
In global contact centers, many agents operate in English as a second language while serving customers across diverse accents and dialects. Even when audio quality is high, comprehension gaps can increase repetition, extend average handle time, and add cognitive strain.
The technology operates in real time, adapting what the agent hears to enhance intelligibility while preserving the customer’s natural voice, emotion, and context of the conversation. Only the agent hears the adapted audio.
Built for global contact centers, the system is designed to handle diverse accent patterns within a single, dynamically adapting model, without requiring accent selection, configuration, or workflow changes. It operates seamlessly within the agent’s Krisp app and enhances clarity without introducing delays.
“In contact centers, the strain isn’t just on customers; it’s on agents who are often working in a second language and processing multiple accents all day,” said Davit Baghdasaryan, CEO and Co-Founder of Krisp. “When agents have to work harder just to understand what’s being said, cognitive load increases and performance suffers. Customer Accent Conversion reduces that effort in real time, helping agents stay focused, resolve issues faster, and deliver better customer experiences without asking customers to repeat themselves or change how they speak. The downstream impact is tangible — reduced handle time, faster resolutions, and improved satisfaction on both sides of the call.”
With agent-side accent conversion already in market, Customer Accent Conversion extends real-time clarity to both sides of the call, addressing one of the largest drivers of handle time in global operations.
The technology is built for enterprise security and scale. Processing happens locally on the agent’s device, and raw audio is never stored or routed through external servers. Krisp operates as a virtual microphone and speaker, enabling deployment across major CCaaS platforms and softphone applications without workflow changes.
