Ever since its founding in 2017, Krisp has been transforming the world of noise cancellation for the better. This introductory video to the AI-powered app alone has achieved almost 38 million views as of February 2022.
Why is Krisp noise cancellation causing such a frenzy? First off, it offers echo removal, HD voice, and first-ever background voice cancellation functionality. Yet perhaps its most game-changing differentiator is its ability to process bi-directional noise cancellation.
What is Bi-directional Noise Cancellation?
Bi-directional noise cancellation removes background noises and distractions on both ends of the line, paving the way for better conversations.
Many people, conventionally, view noise cancellation through the lens of eliminating the noises from only one direction. However, bi-directional technology has the power to safeguard both parties during a conversation, even if only one user is equipped with Krisp.
Discussing how Krisp turns this concept into a reality, Robert Schoenfield, COO at Krisp, says:
“Krisp provides an advanced AI layer that acts as a filter between users and the speakers and microphones natively installed on their devices, able to ‘clean’ audio from all background noises that might disrupt a call-in progress”
As a result, when agents have Krisp installed on their devices, they know that the customer on the other end of the line cannot hear any of the background noises lurking behind them – and also have added peace of mind that whatever is happening on the customer’s end won’t distract them from doing their job efficiently and effectively.
Yet, it is not only random noises of children crying, dogs barking, and washing machines turning that Krisp cuts out. The app also strips the competing voices of people surrounding the Krisp user by registering the pitch of the user’s voice and then eliminating those of a different register.
Such a capability is just one of many that make the bi-directional noise cancellation app ideal for busy workplaces and contact centres alike.
How Can It Improve CX?
According to a Zendesk study, 97% of customers say poor customer service negatively impacts buying behaviour. Meanwhile, 87% say good customer service positively alters buying behaviour.
Of course, many factors influence what equates to “good” or “bad” customer service. Wait times, customer effort, and outcomes all play a part – as does background noise. Yet, like the other factors highlighted, it has proven tricky to address.
Fortunately, Krisp is making it more convenient for contact centres to deploy its background noise busting solution, as agents simply have to download the app onto their devices. From there, they select the Krisp Microphone and Krisp Speaker as their default audio devices to complete the more or less effortless implementation process.
With bi-directional noise cancellation, agents can benefit from increased confidence when handling customer calls. They no longer worry about customers hearing the noises occurring in their office or remote working environments. Instead, they can fully focus on what the customer needs.
In addition, bi-directional noise cancellation enhances service experiences by:
- Streamlining conversations and lowering handling times
- Maintaining the natural HD quality of each user’s voice
- Ensuring that all agents appear 100% attentive to customer needs
But that is not all. Schoenfield highlights another CX benefit of bidirectional noise cancellation:
“When customers call from noisy environments, they often feel the need to apologise for noises happening in the background. But this gives agents, equipped with Krisp, an opportunity to reassure them that they cannot hear anything, so the customer can stay focused on addressing their needs. This is just one way Krisp can help agents significantly improve customer experiences.”
Alongside the app’s many capabilities, Krisp also offers additional CX benefits. Conversational analytics, which generates insights into customer conversations, is an excellent example, as it provides data into agent performance that empowers coaches.
For instance, these insights include the total speaking time of agents in relation to customers. With this insight, contact centres can coach agents to use a little more push or pull communication, enabling better rapport building.
Implement Krisp in Your Contact Centre
Krisp harnesses AI to filter audio and improve contact centre conversations with its unique bi-directional noise cancellation capability.
In doing so, it streamlines the call handling process, increases agent confidence, and facilitates better customer service experiences.
