Using artificial intelligence for customer service solutions has moved from being a trend to that of a necessity for brands and businesses, and at OP360, we take pride at being at the forefront of the integration of such technology. Our vendor-agnostic approach prioritizes effectiveness and ease of operation, and our recent exploration of audio control technology is just one facet of our comprehensive AI-powered agent workspace.
Plug-and-Play AI Solution: Noise Cancellation Software
A key strength of OP360 is its use of advanced plug-and-play software and headset hardware solutions for audio control to enhance the agent and caller experience. These products enhance quality without complex integrations. All of these products work seamlessly with our existing systems, allowing us to rapidly deploy and scale our enhanced services across all voice interactions.
AI-Enhanced Noise Cancellation: Our Approach with Krisp
Our OP360 Labs team conducted extensive testing of various best-in-class noise cancellation tools using a combination of headset and software products such as Addasound, Jabra, Krisp, Sanas, Intone, and others.
After comprehensive production testing with agents in the Philippines and Colombia, we found that Krisp, integrated into our AI-powered agent workspace, stood out as the top performer in noise cancellation software. We now include Krisp at no additional cost in our base voice agent solution, providing consistent, high-quality noise cancellation for customer programs.
Our Krisp-enhanced agent workspace is transforming service through:
- Enhanced Agent Experience: Krisp’s AI-driven sound cancellation significantly improves our agents’ working environment, improving caller experience and customer interactions.
- Clearer AI-Assisted Communication: Callers report clearer, more intelligible conversations which becomes especially important when assisting with complex queries or referring to content prompts from AI agent assist products.
- Improved Resolution Times: With Krisp’s reduction of background noise and resulting clearer communication, we’ve seen a noticeable improvement in speed to resolution.
- Seamless Integration: Krisp and the other products we continue to evaluate in this area securely work with our other AI-enabled products, creating a comprehensive workspace that enhances the customer experience without requiring changes to client tools or systems.
Accent Neutralization
While our experience with Krisp for noise cancellation has been positive, our testing of accent neutralization technology yielded different results. Our CIO, Sam Collier, offers this insight:
“After extensive testing, we’ve concluded that the current accent neutralization technology needs to continue to develop for the Philippines and Colombia. At OP360, our voice agents rank at the top for quality of spoken English and tend to have less of a need for accent neutralization, so our standards for this technology are high. As of September 2024, this technology has yet to provide meaningful transformation of indigenous accents without creating noticeable aural differences detrimental to the caller experience. This is a fast-moving product category, and our OP360 Labs team will continue to leverage our provider relationships and assess these products as improvements are made. Additionally, we feel that it is likely that the telephony providers will begin to feel pressure to include both noise-cancellation and accent neutralization technology within their products, which may further accelerate development.”
Moving Forward with AI-Powered Solutions
OP360 Labs continually evaluates current and emerging products to give our clients the benefit of vendor-neutral, implementation-based experience, allowing us to guide them objectively towards products and technologies that meaningfully improve outcomes. Our audio technology assessment work will continue as this marketplace evolves to find the right balance between technological advancement and the human touch that makes OP360 unique.
For a deeper dive into how we’re using AI to transform agent and customer experience, including our approach to audio improvement technology, we invite you to schedule a briefing and Q&A call with our technology leadership. Discover how our implementation-based product and technology assessments can help you make more informed decisions to shape the future of customer interactions.
