Web updates for June 15-19: Call Center AI

This release gives admins a new line of defense against AI voice fraud with Krisp Voice Security. It also gives admins tighter control over access and audit logging, sharper visibility in Live Monitoring, and a set of stability and connectivity fixes. Let's take a closer look.

Introducing Krisp Voice Security

Krisp Voice Security is our new product line for protecting contact centers against voice-based threats: synthetic caller fraud and agent identity fraud. Voice Security is available in early access.

• Deepfake Detection: Krisp now identifies synthetic and cloned caller voices during calls, giving admins visibility into deepfake activity. Agents can receive a real-time in-app alert prompting them to follow the organization's fraud policy, and flagged calls are surfaced for admins to review afterward.

• Agent Voice Verification: Admins can now continuously confirm that the person on each call is the agent who was hired and credentialed. Agents enroll automatically from call audio or through a supervised onboarding session, and admins receive an alert in the admin portal whenever a call deviates significantly from an agent's voice profile. Krisp stores a numeric voiceprint rather than call recordings.

Feature updates and key enhancements:

• Group-based access for Admins and Analysts: Admins and Analysts who are assigned to specific groups now see only the users in their groups across Live Monitoring, Calls, Performance, and Analytics, instead of the entire team. Those not assigned to any group retain full access. This keeps each group's data separate and gives admins a focused, need-to-know view.

• Settings changes in audit logs for full accountability: Admins can now see what changed in the settings, who changed it, and when, with a link to each one. So if something looks off, admins can trace it back to the change that caused it.

• Self-selection in bulk move actions: Admins can now include their own account in a bulk selection to move themselves to a new team, while accidental self-removal stays blocked with a tooltip and warning.

• Voice Translation connection alerts for faster escalation: Live Monitoring now alerts admins in real time when a Voice Translation connection can't be established due to a network or firewall setting, so they can escalate and resolve the issue quickly. The alert clears automatically once the connection is restored.

• CX Bridge status in Live Monitoring: Live Monitoring now shows admins the real-time status of CX Bridge, giving them clear visibility into when it's active.

• Mismatch and compliance flagged together: Calls that have both a voice mismatch and a compliance violation are now highlighted in red with a tooltip, so admins can quickly spot the calls that most need review.

Bug fixes

• More reliable CSV actions in the admin portal: We've refined CSV filtering for large device and user lists so admins can quickly find what they need. Device filtering now works for device-based teams, admin emails are handled smoothly in email-based flows, and the modal includes UI placeholders for email-based teams.

• More reliable Custom Dictionary management: We've polished dictionary management so teams can keep an accurate, dependable term list. Manual entry now follows the same rules as CSV import, all entries up to the 200-item limit are retained, validation messages appear before import, duplicates are caught automatically, and the entry counter stays accurate after clearing.