Nothing ruins a customer’s experience like struggling to understand the person on the other end of a conversation.
We’ve all been there: we’re trying to speak with a customer service associate to get a question answered or problem resolved but can’t understand what he or she is saying because of background noise on the other end. Contact centers are noisy places and sometimes work-from-home environments aren’t much quieter.
Maybe you’re hearing similar complaints from your contact center associates, too: they’re trying to help a customer as quickly as they can but a crying baby, barking dog, police siren, or other background noise on the customer’s end makes it hard to hear.
Or perhaps there’s a language barrier between the associate and customer and their accents are difficult for the other to understand.
When associates and customers can’t communicate clearly, it frustrates everyone. They have to keep repeating themselves, which leads to longer handle times, plummeting customer satisfaction, and poorer associate experience. Tensions escalate, frustration mounts, and customers can be turned off a brand for good.
Sound familiar? AI-powered solutions can help.
Banish background sounds
AI is revolutionizing the way brands can bring clarity to customer interactions. By stripping away ambient noise, these tools allow customers and associates to hear only each other during conversations – making it easy for associates to do their jobs and for customers to get the resolutions they need.
The benefits are undeniable – and proven – which is why TTEC partners with Krisp, a leader in AI-powered solutions that make it easier for customers and associates to communicate.
Here's howthe noise cancelation technology works: software is installed and operates locally on an associate’s own device, for maximum security and privacy, and creates a virtual microphone and speaker within the device’s operating system. The software then uses AI to strip background noise out of conversations in real time.
With only customers’ and associates’ voices left in conversations, both can be more easily understood. It’s better for associates because they can perform their jobs better and more easily, better for customers because they can get what they need (and get off the phone) faster, and better for brands because efficiency soars.
This isn’t just theoretical; we use it to support customers at critical times of need. When a leading healthcare company noticed background noise led to frustrated customers, prolonged handle times, and eroding satisfaction scores, TTEC quickly launched a pilot of Krisp’s noise cancelling technology within two weeks.
The solution avoided the need for costly telephony integration and pricey noise cancellation headsets – and drove quick results. Customer-reported noise issues fell a whopping 99.3% and NPS rose 9%, prompting the company to roll the technology out to 2,700 associates.
“Voice AI isn’t just about clearer audio — it’s about helping agents work better,” said Krisp CEO and Co-founder Davit Baghdasaryan. “In BPOs, constant repetition, background noise, and accent challenges slow agents down and wear them out. By bringing Krisp into TTEC’s operations, we remove those barriers so agents can focus on the conversation and perform at their best. The result is simple: smoother customer interactions and stronger business outcomes.”
Break down communication barriers
AI-powered accent softening technology is equally as groundbreaking. Krisp’s solution filters conversations through AI, in real time, to make associates’ and customers’ accents easier for the other person to understand.
Here’s what’s unique about this state-of-the-art technology: it does all this without making interactions less human. It preserves speakers’ natural voices, so human connection remains in every interaction. AI only softens accents to eliminate any communication barriers.
Tools like this are opening up the CX world to brands. When accents can be softened, contact center locations that once seemed off-limits become viable options.
With AI-enabled noise cancellation and accent softening, brands can now choose CX locations that best meet their overall needs, without worrying about accents impeding service.
Blend smart tech with a human touch
These technologies are only part of the recipe for CX success. Associates who are well-trained in how to use these solutions – and who can deliver seamless experiences once communication barriers have been removed – are a critical component.
AI tools alone won’t deliver the results or ROI you need. Expert associates who have easy, quick access to the information they need; empathy when it’s called for; and the right skillset to be true brand ambassadors make the difference when it comes to growing satisfaction and loyalty.
Striking the right balance of technology and people is key but might seem daunting. If you don’t have the expertise needed in-house, we’re here to help.
