July Product Updates: Call Center AI

Another month, another set of improvements across Krisp Call Center AI. This month brings better visibility for BPOs and their clients, more natural conversations for agents and customers, and stronger tools for QA and security. Here’s what’s new this month.

Introducing the Enterprise Analytics Portal

BPOs can now give Enterprise clients analytics on the teams they run for them, in a dedicated portal. Clients see the quality they're paying for as it happens, and BPOs drop the hours spent compiling manual reports. That transparency builds stronger client trust and becomes a competitive edge, while the BPO stays in full control of who sees what. To get started, contact your Krisp Customer Experience Manager.

Accent Conversion

Last month, Accent Conversion reached every agent accent. This month, it got better at all of them. The dedicated Indian, African, Latin American, and Filipino accent packs improved, along with the adaptive model for all other agent accents and customer Accent Conversion. Converted speech now sounds more natural and is easier to follow, while both agents and customers continue to sound like themselves throughout the call.

Admins can also set Accent Conversion to run automatically. Once they map CCaaS skills to languages, it turns on for English calls and off for non-English calls, so agents don't have to switch it manually.

Voice Translation

Every translated call has small moments of friction: a booking reference that doesn't land, a new voice the agent doesn't notice, a customer who starts talking mid-translation. This month's updates remove them.

Agents can now type and spell out names, numbers, and booking references in the customer's language, so details come through correctly the first time.

When someone new speaks on the customer side, agents hear a short tone audible only to them, so they stay in the conversation instead of watching the screen.

And when a customer jumps in, agents can stop the translation playback and listen instead. Less talking over each other, more natural conversation.

Behind the scenes, Voice Translation now holds up better on slow or busy networks, and Admins can manage agent and customer languages separately, with bulk moves between lists.

Speech Analytics

A call recording tells reviewers what the agent said. It doesn't show what the agent was dealing with on screen. Agent screen recording closes that gap: once admins turn it on, the agent's screen appears in call details next to the audio and transcript, so reviewers see the whole situation, not just the conversation. The screen is captured only during active calls.

PII redaction now covers audio recordings too, so teams can keep using them for QA and coaching without storing sensitive customer data. New recordings are redacted on the agent's device before they're uploaded, with sensitive segments replaced by a tone, so nothing sensitive reaches storage from that point on.

Voice Security

Agent Voice Verification now gives Admins a verifiable record of who was on every call, now with a complete audit history from enrollment and consent to every flagged mismatch, ready for any compliance review.

And if you're evaluating Krisp, Voice Security is now part of the Enterprise Trial, with Deepfake Detection enabled by default, alerting agents in real time and marking detections in Speech Analytics for review. See it working on real calls before deciding on a plan.

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