Sitel Group, a leader in customer experience management, recently announced a partnership with AI innovator, Krisp Technologies. The new partnership will help to deploy Krisp, the first AI-based noise suppression solution to businesses everywhere. The technology is now being deployed for Sitel at Home agents and Site Group’s contact centre agents too.
Even before the COVID-19 crisis, 53% of call centres (opens pdf) had some agents working from home. This is one of the reasons why Sitel Group thinks it’s so important to have the right noise suppression technology in place. Site’s customer experience expertise, combined with Krisp technology showcases the commitment of both companies to improving customer and agent experience.
By implementing Krisp, Sitel agents will be able to mute background noise from other agents, as well as other external sounds, like cars passing by, or dogs at home.
Investing in Intelligent Agent Experiences
According to the Chief Product and Innovation Officer for Sitel Group, Ryan Maund, the company is committed to AI investment to improve customer and employee experience. The strategic partnership with Krisp will help to drive the right results.
In initial trials of the noise management technology, Sitel saw a 6% lower Average Handling Time for calls. This comes from a reduced need to repeat information to customers. The company also recognised an 8% increase in customer satisfaction scores and improved sales.
The Krisp technology works by using artificial intelligence to learn the voice of Sitel associates. The system can then securely add another layer between the desktop speaker and microphone to restrict background noise. This allows customers and associates to connect clearly, regardless of environment. The Krisp processing technology sits within the agent’s desktop memory and doesn’t store any call recordings or data.
Clearer Calls for All Contact Centres
The Krisp software works with all wireless and wired headphones, as well as speakers and microphones. COO at Krisp, Robert Schoenfield, said that the team is thrilled to be working with Sitel to deploy Krisp to agents around the world. Eliminating background noise from customer calls means Sitel can set a higher standard in customer experience.
With this partnership, Sitel Group is continuing to discover new ways of investing in AI technology to create a digital transformation experience in what’s often viewed a less innovative environment. Sitel notes that despite experts reporting that AI could displace around 40% of jobs in the next 15 years, the technology actually seems to be enhancing jobs.
The new technology will be particularly valuable in the new landscape, where more agents are embracing anywhere working. Currently, 80% of Sitel’s agents have switched to the company’s remote work model, with Sitel at Home. The work style has become the new normal since March 2020, thanks to the rise of the COVID-19 pandemic. Fortunately, the noise cancellation system means that remote workers can still have crystal clear calls with customers.
