iContact BPO has partnered with Krisp AI to deploy its AI-driven noise cancellation technology across its contact centre operations.
The initiative aims to improve agent productivity and enhance the overall customer experience by eliminating background noise – a common challenge in high-volume call centre environments.
“Incorporating AI-driven noise reduction has yielded significant improvements in key contact centre quality metrics, including reduced average call handling time, increased agent and customer satisfaction, improved first-call resolution rates, and lower call abandonment due to noise-related complaints,” says David Hood, chief operating officer at iContact BPO. “When paired with continuous agent training and development, the result is a truly enhanced customer service experience.”
The Krisp AI technology effectively removes both inbound and outbound background noise, ensuring crystal-clear call quality for both agents and customers. By enabling clearer communication, agents can understand customer queries more efficiently, reducing miscommunication and the need for follow-ups or escalations. Additionally, the technology minimises agent fatigue, enhances concentration, and facilitates seamless remote work opportunities.
“Customers appreciate efficient, professional interactions that are free from distractions, which contributes to improved customer sentiment and satisfaction,” Hood explains. “By integrating this AI solution, we are optimizing both the agent and customer experience while reinforcing iContact BPO’s commitment to innovation.”
With the successful deployment of AI Noise Cancellation, iContact BPO is exploring further AI enhancements, including Krisp AI Accent Conversion – a deep learning-driven feature that adapts an agent’s accent to match the customer’s native accent in real time.
“Clear communication is at the heart of exceptional customer service. By eliminating background noise in real time, Krisp ensures that iContact BPO’s customers experience seamless conversations, reducing misunderstandings and improving call resolution. At the same time, agents can stay fully engaged, leading to greater efficiency and job satisfaction,” says Davit Baghdasaryan, CEO and co-founder of Krisp.
“We’re excited to support iContact BPO in delivering an elevated customer experience with our industry-leading voice AI technology, making every interaction clearer and more effective.”