Ever since its founding in 2017, Krisp has been transforming the world of noise cancellation for the better. This introductory video to the AI-powered app alone has achieved almost 38 million views as of February 2022.
Why is Krisp noise cancellation causing such a frenzy? First off, it offers echo removal, HD voice, and first-ever background voice cancellation functionality. Yet perhaps its most game-changing differentiator is its ability to process bi-directional noise cancellation.
What is Bi-directional Noise Cancellation?
Bi-directional noise cancellation removes background noises and distractions on both ends of the line, paving the way for better conversations.
Many people, conventionally, view noise cancellation through the lens of eliminating the noises from only one direction. However, bi-directional technology has the power to safeguard both parties during a conversation, even if only one user is equipped with Krisp.
Discussing how Krisp turns this concept into a reality, Robert Schoenfield, COO at Krisp, says:
“Krisp provides an advanced AI layer that acts as a filter between users and the speakers and microphones natively installed on their devices, able to ‘clean’ audio from all background noises that might disrupt a call-in progress”
As a result, when agents have Krisp installed on their devices, they know that the customer on the other end of the line cannot hear any of the background noises lurking behind them – and also have added peace of mind that whatever is happening on the customer’s end won’t distract them from doing their job efficiently and effectively.
Yet, it is not only random noises of children crying, dogs barking, and washing machines turning that Krisp cuts out. The app also strips the competing voices of people surrounding the Krisp user by registering the pitch of the user’s voice and then eliminating those of a different register.
Such a capability is just one of many that make the bi-directional noise cancellation app ideal for busy workplaces and contact centres alike.
How Can It Improve CX?
According to a Zendesk study, 97% of customers say poor customer service negatively impacts buying behaviour. Meanwhile, 87% say good customer service positively alters buying behaviour.
Of course, many factors influence what equates to “good” or “bad” customer service. Wait times, customer effort, and outcomes all play a part – as does background noise. Yet, like the other factors highlighted, it has proven tricky to address.
Fortunately, Krisp is making it more convenient for contact centres to deploy its background noise busting solution, as agents simply have to download the app onto their devices. From there, they select the Krisp Microphone and Krisp Speaker as their default audio devices to complete the more or less effortless implementation process.