![]() ![]() On the flip side, it can make the agent feel really uncomfortable, too.” Schoenfield says: “When you’re the customer on the other end of a sensitive call with an agent and you can hear other people talking clearly in the background while you’re trying to explain a personal matter or share private financial details, that can be really concerning. And what’s more, the app’s noise-cancelling superpowers are processed locally on an agent’s computer, meaning no conversations ever get stored in the cloud. By cancelling competing voices-whether from family members sharing the same workspace at home or an on-premises agent struggling to be heard over a supervisor speaking loudly nearby-it gives agents added peace of mind that their interactions with customers won’t be interrupted or sidetracked by voices in their immediate vicinity. This new feature that Krisp shared with us today, however, goes another step further. This has been shown to both improve CSAT scores and reduce agent churn. Quiet, calm workspaces make it easier for agents to give customers their undivided attention and offer more positive customer interactions overall. The state-of-the-art solution was hailed as a game-changer for professionals far and wide-especially work-from-home contact centre agents-due to its ability to rid any workspace of loud or distracting sounds. Previously, Krisp treated CX Today to a live demo that saw Schoenfield remove both the shrill of a screaming baby and horrendous street traffic noise with a click of a button via their bi-directional noise-cancellation app, allowing him the complete silence required to have an uninterrupted discussion with us. “We’ve been working on the product for about two years, and the real challenge for us was having to pinpoint, in real-time, the primary voice speaking from other background voices and noises-and then parse them out, so that we could shine a spotlight on the primary speaking voice only,” Schoenfield explains. “What we have here simply doesn’t exist in the industry,” Schoenfield begins, an excitable grin breaking out across his face as we chat over Microsoft Teams.Īnd his joy is contagious I find, as I can’t help but beam right back at him as he explains how the idea for competing for noise cancellation was born. With innovation being the foundation of this forward-thinking, advanced AI provider’s core values-and following the overwhelming success of the Krisp “virtual microphone and speaker” app-they’ve made yet another breakthrough in their mission to empower people to become better, more effective communicators in the digital era, COO Robert Schoenfield tells us. Yet thanks to the bright sparks at Krisp, their industry-leading noise cancellation and echo removal solution has delivered just that to millions of employees around the world, whether they work from the office, at home, in a contact centre, in a shared working space, at a café, or beyond. Freedom and flexibility aren’t necessarily words you’d associate with the COVID-19 pandemic.
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