Krisp has announced the launch of its new Customer Accent Conversion capability, a real-time, inbound AI solution designed to bridge the comprehension gap between contact center agents and customers.
The technology represents a step forward in tackling one of the most persistent friction points in the customer experience (CX) industry: dialect and accent barriers. By adapting the customer’s audio in real-time to be more intelligible to the agent, the tool aims to reduce repetition, lower average handle time (AHT), and alleviate the mental strain on frontline staff.
Solving the Comprehension Gap
In the globalized contact center landscape, agents often operate in English as a second language while serving a diverse customer base with a wide array of regional accents. Even with high-definition audio, these linguistic differences can lead to misunderstandings that drive up effort for both parties.
Krisp’s new solution operates locally on the agent’s device, modifying what the agent hears to enhance clarity while carefully preserving the customer’s original tone, emotion, and conversational context. Crucially, the process is one-sided; only the agent hears the adapted audio, ensuring the customer’s experience remains natural.
The system is built on a single, dynamically adapting model, meaning agents do not need to manually select accents or change their workflows.
Davit Baghdasaryan, CEO and Co-Founder of Krisp, commented on the launch:
“In contact centers, the strain isn’t just on customers; it’s on agents who are often working in a second language and processing multiple accents all day. When agents have to work harder just to understand what’s being said, cognitive load increases and performance suffers. Customer Accent Conversion reduces that effort in real time, helping agents stay focused, resolve issues faster, and deliver better customer experiences without asking customers to repeat themselves or change how they speak. The downstream impact is tangible — reduced handle time, faster resolutions, and improved satisfaction on both sides of the call.”
Operational Efficiency and Security
With Krisp already offering agent-side accent conversion, this latest update provides a “two-way” clarity solution for global operations. From an operational standpoint, Krisp reports that the technology can lead to double-digit improvements in both agent and customer satisfaction scores.
Security remains a core pillar of the deployment. Because the processing occurs locally on the agent’s hardware, raw audio is never stored or transmitted to external servers. Furthermore, as Krisp functions as a virtual microphone and speaker, it is compatible with all major CCaaS platforms and softphone applications, requiring no infrastructure overhauls.