Krisp's AI Accent Converter Boosts Sales by 26%

Krisp, an audio AI software developer, has introduced an Accent Conversion tool designed to mitigate language barriers by altering how a person’s voice is perceived by listeners. This technology aims to promote inclusivity and equitable hiring practices by reducing perception bias, ensuring that a person’s accent does not influence how professional or trustworthy they are perceived.

According to Krisp co-founder Arto Minasyan, a recent study highlighted a significant perception gap between customers and contact centers. The study found that 79% of U.S. customers reported asking non-native English-speaking agents to repeat themselves at least once per call, while only 33% of contact centers were aware of this issue. This discrepancy leads to lower satisfaction and frustration for both parties involved in the communication.

Minasyan noted that companies often reject candidates with strong accents, disqualifying an average of 64% of agents, or invest in costly accent training programs. Krisp’s AI Accent Converter aims to address these challenges by converting speech to match a specific target accent while preserving the emotional tone and natural sound of the original voice.

Krisp, founded in 2017 by Minasyan and Davit Baghdasaryan, specializes in real-time noise and voice suppression technology. The company is based in Berkeley, California. Minasyan explained that the tool does not distinguish between accents but rather converts speech to a target accent, capturing characteristics from the user’s voice and incorporating them into the final output. This approach helps maintain a more natural-sounding voice and preserves the emotional tone of the original input.

While the AI accent converter can be toggled on and off in real time, the option to adjust the conversion level is not currently available. Despite the potential benefits, there are concerns about the misuse of AI accent tools. The FBI warned in May 2024 about scammers leveraging AI-powered voice software to carry out phishing scams. Leading up to the 2024 Presidential election, the FCC banned robocalls that use AI-generated candidates' voices after a deepfake of then-President Joe Biden was used to try and trick voters in New Hampshire into not voting.

Minasyan acknowledged the risks of misuse but noted that it is not feasible to fully monitor how the tool is used without compromising user privacy. He emphasized that while misuse is a concern, the technology has the potential to be used primarily for good. Krisp has tested the technology in real-life settings with customers before making it widely available, and internal metrics show a 99% improvement in a net promoter score, a more than 26% increase in sales conversion rates, and a 12.2% boost in its agent promoter score, indicating higher agent confidence.

These improvements on both the user and customer sides have strengthened Krisp’s confidence that the technology does not introduce major cultural or business downsides. The company hopes that the Accent Conversion tool will contribute to more inclusive and equitable hiring practices, reducing the perception bias that often affects non-native English speakers in the workplace.