Krisp, avoice artificial intelligence company, has added Voice Security and Speech Analytics, which give contact centers full-spectrum governance of the voice channel with the security to protect every interaction in real time and the intelligence to know what is happening on every call.
Voice Security includes the following three capabilities, each covering a distinct threat vector:
- Deepfake Detection analyzes inbound caller audio in real time and alerts agents when a synthetic or cloned voice is detected, before any account access, transaction, or credential reset takes place.
- Fraud Detection monitors the live call transcript for behavioral and linguistic signals of social engineering and delivers advisory alerts to agents while there is still time to act.
- Agent Voice Verification continuously confirms that the person on each agent call matches the enrolled agent's voice profile, detecting unauthorized substitution in remote and distributed operations.
All three run within Krisp's Call Center AI platform, working across any cloud contact center platform.
Speech Analytics automatically analyzes every call as soon as it ends. Conversations are scored against each organization's own quality standards, flagged for potential compliance violations, summarized, and categorized. Violations surface post-call across every conversation, not weeks later in a scheduled audit. Supervisors get agent and team-level performance data across every call. And call dispositions are generated automatically from the transcript.
"The voice channel carries a company's most sensitive moments, and for 30 years it ran on one assumption: If the voice sounds human, it is human. That assumption is now a liability," said Harry Folloder, chief commercial officer at Krisp, in a statement. "Voice Security answers it without taking the human out of the loop. The AI catches what an agent cannot hear, and the agent still makes the call. Speech Analytics and Voice Security are built for the scale and the threat environment contact centers are actually operating in right now."
"The voice channel is where customer relationships are made or broken," said Davit Baghdasaryan, CEO and co-founder of Krisp, in the statement. "We built Krisp to transform the live conversation, not work around it. These two launches extend that into governance; every call is on record, every fraud signal is surfaced while there is still time to act, and every conversation is scored, not just the ones that happen to get reviewed."