Krisp has announced the launch of Customer Accent Conversion, a real-time, inbound AI capability designed to improve agent comprehension during live customer calls.
The solution works by adapting what the agent hears in real time, enhancing intelligibility without touching the customer’s natural voice, emotion, or conversational context. Only the agent-side audio is modified.
From the customer’s perspective, nothing changes; they speak naturally and are heard exactly as they are.
For global contact centers, where agents frequently handle back-to-back interactions across a wide range of accents and dialects, this could have a substantial impact on agent performance and wellbeing.
The latter was mentioned by Krisp CEO and Co-Founder Davit Baghdasaryan, who drew attention to an area of customer service that tends to get less attention than customer-side friction: the daily cognitive load carried by agents themselves.
“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,” he said.
“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.”
Baghdasaryan claims that his company’s latest solution can reduce handle time, produce faster resolutions, and improve satisfaction on both sides of the call.
Closing the Loop on Both Sides of the Call
The launch extends Krisp’s existing agent-side Accent Conversion capability, which is already in market, to cover the customer side of the conversation as well.
That bidirectional thinking runs through a lot of what Krisp has been building lately. Its AI Live Interpreter, which CX Today has covered in depth, offers real-time speech-to-speech translation across more than 29 languages and was designed with the same dual focus: reduce friction for the agent and the customer simultaneously, rather than treating them as separate problems.
As Anthony Canoso, Head of Customer Experience at Krisp, noted when discussing the Live Interpreter:
“In a contact center, the biggest hurdle isn’t just communication — it’s comprehension.
“Whether that’s accent difficulty, language barriers, or background noise, anything that adds friction slows down the experience and increases frustration for everyone involved.”
Customer Accent Conversion is the latest answer to that comprehension challenge, and with agent-side accent clarity already in place, Krisp can now claim to address both directions of the conversation in real time.
Built for Enterprise Scale
For enterprise deployment, Krisp has kept the operational footprint light. Processing happens locally on the agent’s device, so raw audio is never stored or routed through external servers.
The technology operates as a virtual microphone and speaker, meaning it can plug into major CCaaS platforms and softphone applications without any changes to existing workflows – an important consideration for contact center operations teams already managing complex tech stacks.
Krisp is pointing to double-digit improvements in both agent and customer satisfaction as part of the expected impact, alongside reductions in repetition and average handle time.
For global contact centers running high volumes of cross-border interactions, the cumulative gains across a team are likely where the strongest case gets made.
Whether those numbers hold up at scale will be the real test, but as a use case, getting agents to understand customers more easily – without asking customers to change a thing – is a sensible place to start.
