Krisp Technologies, a real-time voice artificial intelligence (AI) provider, has developed new accent conversion technology to enhance the customer experience (CX) sector across Africa, promising clearer and more natural conversations.
According to the company, Krisp Accent Conversion for Africa provides near-native comprehension between contact centre agents and customers in many English language accents, including South African, Ugandan, Kenyan, and Nigerian.
As one of the world's fastest-growing outsourcing hubs, the continent boasts a highly qualified, English-speaking workforce with strong cultural ties to Western markets, making it a vital bridge for CX operations across the diaspora and Europe.
The Armenian software firm noted that the tool builds on the success of Krisp Accent Conversion 3.7, which supports Indian, Pakistani, Filipino, and Latin American English accents, powering operations at tier one banks, insurers, and business process outsourcing worldwide.
It went on to say the solution bridges clarity gaps across the region’s diverse English accents and native languages, expands access to CX jobs for agents who might be excluded and preserves agents’ authentic voices, removes the need for expensive and limiting accent neutralisation training, and allows operators to hire broadly.
Davit Baghdasaryan, co-founder and CEO of Krisp emphasised that despite the rise of AI in CX, human agents remain crucial.
“Even in the age of AI, human agents are at the front lines of every meaningful customer interaction and they deserve to be clearly understood. As the CX industry evolves to become more AI-driven; one thing remains constant, human connection drives loyalty and trust. With Krisp, clarity becomes universal, not cultural, by removing accent bias and empowering every voice to connect globally.”
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