Krisp 2.82.6 Call Center AI Updates

This release introduces Fraud Detection (Beta) to help agents recognize and respond to fraud activity in real time, alongside a new direct integration with Genesys Cloud (Beta). It also improves the Voice Translation experience, giving admins better visibility into translation latency and agents more control over conversations, while simplifying issue reporting and after-call workflows.

Introducing Fraud Detection (Beta)

Fraud Detection, the newest addition to Krisp Voice Security, helps agents identify potential fraud and take action before it's too late. It detects tactics such as creating urgency or attempting to bypass verification, then alerts the agent in real time with a recommended next step.

Fraud Detection, the newest addition to Krisp Voice Security, helps agents recognize and respond to potential fraud and take action before it's too late. It detects tactics such as creating urgency or attempting to bypass verification, then alerts the agent with a recommended next step.

Admins choose which signals Krisp looks for and customize recommendations to match their policies and use cases. They can also review flagged calls in Speech Analytics to investigate suspicious activity and clear false alarms.

To enable Fraud Detection for your organization, contact your Account Executive.

Introducing Krisp x Genesys integration (beta)

Keep Krisp in sync with your Genesys calls without the CX Bridge browser extension. The new direct integration supports Genesys Cloud, including its desktop app, and makes features like Accent Conversion auto-switch, Voice Translation language suggestions, after-call summaries, and conditional call recording more reliable.

By receiving call start, end, and hold events directly from Genesys Cloud, Krisp can better respond to what’s happening on your calls.
Admins can contact their Account Executive to enable the beta.

Feature updates and key enhancements

• Visibility into translation latency: Admins can now view translation latency for both sides of the interaction in call details, helping them understand the customer experience and investigate delays. This feature can be enabled in the admin portal.

• Faster problem reporting: The guided report a problem flow helps agents submit issues with less typing and less time away from calls. Agents select the feature, issue, and approximate time it occurred, giving support the context to investigate with less back-and-forth and helping teams minimize disruption.

• Translation issues reach Krisp faster: When an agent gives a translation a thumbs down, the call and the exact speech item are highlighted in the call page in admin portal, so Admins can easilyreview the issue and share it with Krisp without searching through recordings. Available for teams using Voice Translation Accuracy QA.

• Easier-to-follow conversations, clearer transcripts: Agents can follow live conversations more easily, and admins can review clearer transcripts. Short speech segments from the same speaker now appear in one transcript bubble, keeping details like spelled-out email addresses together. Available in Live Captions and translated calls in the Widget, and in admin portal transcripts.

• Spell out details on the spot: During translated calls, agents can type a name, phone number, or booking reference directly into the Widget's text box and have Krisp spell it out in the customer's language, so they can share any detail the moment it comes up.

• Faster wrap-up with section-by-section copying: Each section of the after-call summary now has its own copy button, so agents can paste the information directly into the matching CRM field.

• Agents can drop translated speech faster: Agents can quickly stop translated speech when a customer jumps in, making room to listen and respond. The Drop translation button now stays in a fixed position in the Widget, so it’s easy to find and stop playback with one click.

Bug fixes

• Voice Translation audio prompt plays in full: Fixed an issue that could cut off the audio prompt when Voice Translation was enabled before joining a call.