April Product Updates: Call Center AI

This month's updates for Call Center AI introduce deeper analytics, stronger admin controls, meaningful improvements to Accent Conversion and Voice Translation. These enhancements help teams gain better visibility into call quality and feature usage, manage operations more effectively, and deliver more accurate, natural-sounding customer conversations. Let's take a closer look!

Accent & translation quality

• More natural Filipino English in agent Accent Conversion: Filipino-accented English conversions now preserve the agent's natural voice more consistently, with fewer artifacts across the call. A meaningful quality lift for teams with Filipino-speaking agents.

• Automated vocabulary suggestions make Voice Translation more accurate, faster: During call evaluation, Voice Translation AutoQA now surfaces terms that can improve translation accuracy: product names, industry-specific terminology, or phrases that come up frequently in your calls. Admins can review the suggestions and add them to the team's vocabulary directly, so the improvement applies to future calls across the whole team. This turns vocabulary management from something admins have to proactively maintain into something the system helps them keep current.

Visibility & insights

• See how Customer Accent Conversion is being used across your team: Admins can now track Customer Accent Conversion usage directly in the Analytics tab, including total duration, active users, and trends over time. Whether you're measuring adoption after a rollout or identifying teams that could benefit from enablement, the data is there without manual tracking. The same metrics are available via API for teams that pull Krisp data into their own reporting.

• Transcript confidence scores to help you trust the call evaluations: Every transcribed call in Speech Analytics now shows a confidence score with color-coded indicators. Low scores flag calls where audio conditions were challenging, such as an unsupported headset, a feature not enabled as intended, or background interference. Instead of discovering quality issues after a coaching decision has already been made, supervisors can filter for low-confidence calls and review them first.

• Call hold activity is now visible in call details: Hold events now appear directly in transcripts and recordings within Speech Analytics, with clear indicators in the call timeline. For QA and operations teams evaluating call flow, this removes a blind spot. You can see exactly when and how long a customer was on hold, and factor that into performance and experience assessments.

Admin controls & operations

• Track Voice Translation usage by client: Voice Translation sessions can now be linked to a specific client for accurate usage tracking, billing, and reporting. Admins can require agents to enter a client identifier before starting a session, and those identifiers flow through to the admin portal, where translated calls can be filtered and reviewed by client. For BPOs managing multiple client accounts, this means Voice Translation usage is attributable from day one, without reconciliation after the fact.

• Restrict Krisp features to customer-facing apps only: Admins can now define which calling apps are excluded from Krisp features like Voice Translation, Accent Conversion, or others. Calls from restricted apps (internal huddles, team standups, non-customer interactions) won't activate features or appear in usage analytics. This keeps billing accurate, analytics clean, and feature usage focused on the interactions that matter.

• Expanded content protection in Krisp Widget: In addition to blocking screenshots, screen sharing, and recordings, the Widget now blocks all copy actions across transcripts, After-call Summaries, Live Captions, and translated conversations. Sensitive call content stays within the Widget. Reach out to your Account Executive to have this enabled for your team.

• Reorganize teams without reprovisioning: Admins can now move devices and users between teams directly, and feature and product access updates automatically. No manual reprovisioning, no downtime. Changes take effect right away. For organizations restructuring teams, onboarding new groups, or shifting capacity across lines of business, this removes a common operational bottleneck.

Getting started faster

• Speech Analytics and Knowledge Chat now available in the trial: Paid trial teams now start with Speech Analytics and Knowledge Chat enabled out of the box.
  
  Speech Analytics includes Call Performance, Call Summary, and Compliance Monitoring. Admins receive an email notification when insights are ready, so there's no guessing about when to start reviewing.
  
  Knowledge Chat ships pre-configured with the Krisp Help Center as a knowledge source, so agents can ask Krisp-related questions during calls immediately. Admins can extend it by adding internal documentation, product guides, or SOPs. Learn more about Knowledge Chat.
  
  This helps trial teams experience the platform’s value immediately, without a lengthy setup process.