Voice AI platform provider Krisp has introduced two new AI-powered capabilities designed to help contact centers strengthen governance across the voice channel, combining real-time fraud detection with automated conversation analysis.
The company is expanding its Call Center AI platform with Voice Security and Speech Analytics, tools aimed at addressing two longstanding operational challenges: protecting live customer interactions from emerging AI-enabled threats and increasing quality assurance coverage beyond traditional manual reviews.
According to Krisp, the new capabilities enable organizations to monitor every customer interaction rather than relying on sampling approaches that typically review only a small percentage of calls.
“The voice channel carries a company’s most sensitive moments, and for thirty years it ran on one assumption: if the voice sounds human, it is human. That assumption is now a liability,” said Harry Folloder, Chief Commercial Officer at Krisp.
Responding to AI-Driven Fraud
As GenAI makes voice cloning and social engineering attacks more accessible, contact centers are becoming an increasingly important line of defense. The voice channel is often where customer identities are verified, sensitive account information is accessed and high-value financial transactions are authorized.
Randy Layman, Chief Technology Officer at AVOXI, told CX Today in a recent roundtable discussion that customers are seeing AI used to drive more attacks on call centers. “AI is making it so much easier and the volume is just increasing,” Layman said. “We need to really start looking at authentication, not as a black and white yes and no, but as a continuum of probability.”
Ron Zayas, Chief Executive Officer at Ironwall by Incogni, added:
“My biggest concern is the next generation of AI that will be able to combine both the volume that you’re already seeing along with the information that’s out there and then being able to make it in a realistic conversation again at volume.”
Krisp cites industry research indicating that deepfake fraud attempts have increased significantly over the past three years, growing from 0.1 percent to 6.5 percent of all detected fraud attempts in three years, a 2,137 percent increase, while studies suggest human agents struggle to reliably distinguish synthetic voices from genuine callers, only identifying synthetic voices approximately 60 percent of the time. The company also points to growing financial losses linked to AI-enabled business email compromise and voice impersonation attacks, with GenAI-enabled fraud losses projected to reach $40BN in the U.S. by 2027, up from $12.3BN in 2023.
Voice Security is designed to detect these risks during live conversations through three capabilities:
- Real-time deepfake detection that analyzes inbound audio and alerts agents when a synthetic or cloned voice is suspected.
- Fraud detection that monitors conversation transcripts for behavioral and linguistic indicators associated with social engineering attempts.
- Continuous agent voice verification to confirm that the person handling the interaction matches an enrolled voice profile, helping organizations identify agent substitution in remote environments.
Krisp said these capabilities within its Call Center AI platform are designed to work across contact center environments without requiring additional infrastructure or CCaaS integrations.
Expanding Quality Assurance Coverage and Governance Across The Voice Channel
Alongside security, the company is targeting limited visibility into customer conversations.
Speech Analytics automatically evaluates every completed interaction against an organization’s quality and compliance criteria. Calls are summarized, categorized and scored, while potential compliance issues are flagged immediately after the conversation rather than during periodic audits.
The platform also generates automated call dispositions, reducing after-call work for agents while providing supervisors with broader performance insights across teams.
Rather than relying on manual sampling, Krisp positions the capability as enabling full-call coverage for coaching, compliance monitoring and operational improvement.
Krisp said the combination of Voice Security and Speech Analytics is intended to provide end-to-end governance of voice interactions, bringing security and operational intelligence together within a single platform.
“The voice channel is where customer relationships are made or broken,” said Davit Baghdasaryan, CEO and Co-Founder of Krisp. “We built Krisp to transform the live conversation, not work around it. These two launches extend that into governance—every call is on record, every fraud signal is surfaced while there is still time to act, and every conversation is scored, not just the ones that happen to get reviewed.”
Speech Analytics is now generally available for contact centers, while Voice Security is currently offered through an early access program.
