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In today’s digital age, artificial intelligence (AI) has transitioned from a mere trend to an essential component of customer service solutions. At OP360, we pride ourselves on being at the forefront of AI integration, leveraging a vendor-agnostic approach that prioritizes effectiveness and ease of operation. Our recent exploration of audio control technology showcases just one facet of our comprehensive AI-powered agent workspace.

Plug-and-Play AI Solutions: Enhancing Audio Quality

A key strength of OP360 lies in our utilization of advanced plug-and-play software and headset hardware solutions for audio control. These products significantly enhance the quality of interactions without requiring complex integrations, allowing us to rapidly deploy and scale our enhanced services across all voice interactions.

AI-Enhanced Noise Cancellation: The Krisp Solution

Our OP360 Labs team conducted extensive testing of various best-in-class noise cancellation tools, evaluating a combination of headset and software products from providers such as Addasound, Jabra, Krisp, Sanas, and Intone. After comprehensive production testing with agents in the Philippines and Colombia, Krisp emerged as the top performer in noise cancellation software.

As a result of our findings, we now include Krisp at no additional cost in our base voice agent solution, ensuring consistent, high-quality noise cancellation for all customer programs.

Benefits of Our Krisp-Enhanced Agent Workspace:

1. Enhanced Agent Experience: Krisp’s AI-driven sound cancellation significantly improves our agents’ working environment, leading to better customer interactions.
2. Clearer AI-Assisted Communication: Callers report more intelligible conversations, particularly crucial when addressing complex queries or referencing content prompts from AI agent assist products.

3. Improved Resolution Times: With Krisp’s reduction of background noise and resulting clearer communication, we’ve observed a noticeable improvement in speed to resolution.
4. Seamless Integration: Krisp and other evaluated products in this area work securely with our other AI-enabled tools, creating a comprehensive workspace that enhances customer experience without requiring changes to client tools or systems.

The Current State of Accent Neutralization Technology

While our experience with noise cancellation has been overwhelmingly positive, our testing of accent neutralization technology yielded different results. Sam Collier, our CIO, 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 the 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 a 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.”

Collier also notes the potential for telephony providers to include both noise-cancellation and accent-neutralization technology within their products, which may accelerate development in this field.

Moving Forward with AI-Powered Solutions

At OP360 Labs, we are committed to continually evaluating current and emerging products. This ongoing assessment allows us to provide our clients with vendor-neutral, implementation-based experiences, guiding them objectively toward products and technologies that meaningfully improve outcomes.

Our audio technology assessment work will persist as this marketplace evolves, always striving to find the right balance between technological advancement and the human touch that makes OP360 unique.

Learn More About Our AI Initiatives

For a deeper dive into how we’re using AI to transform agent and customer experiences, 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.

OP360, a leading business process outsourcing company, provided this article. With a focus on innovation and excellence, OP360 empowers its skilled agents and partner organizations, ranging from mid-size corporations to Fortune 500 firms, to achieve their operational goals and drive sustainable growth, creating a better way to outsource.

About the Author

Aaron Fischer
Chief Revenue Officer

Armed with over 30 years of experience in selling outsourced customer care and sales operations, Aaron aligns OP360’s sales’ objectives with the company’s strategy through team development, forecasting, resource planning, and budgeting. As an Ironman triathlete, Aaron applies athletic discipline to his work, which covers an extensive experience in client services, operations, and implementation—expertise that is instrumental to OP360’s successful client onboarding, steady-state delivery, and increased revenue growth.