Nearly everyone has experienced calls with contact centers that feature significant background noise; generally, the discordant chatter from other agents nearby. It’s a frustrating problem and can negatively impact the customer experience. Additionally, it can add seconds or minutes onto each customer support call, as customers and agents need to repeat themselves (which leads to less-than-optimal average handle time on calls).
Technology is helping, however. In the same way that singers use technology to boost their voices, the same processes can be applied to contact center calls to eliminate background noise and boost voice quality. Lowell, Massachusetts-based Jabra recently launched its new Jabra ClearSpeech, an AI-driven solution designed to remove unwanted noise for a better and clearer audio experience for contact center professionals.
Launching as an integrated part of Engage AI, Jabra’s tone-based agent guidance and conversation analytics software is designed to improve call center performance. This offering, aptly named Jabra ClearSpeech, can help agents focus on customer conversations (rather than repetition and undue mistakes). By enhancing speech and removing background noise, it helps headset users better understand what is being said.
Jabra ClearSpeech is an AI speech enhancement and noise suppressor that aims to improve agent well-being and motivation by removing far-end noise. It is “taught” to distinguish between speech and non-speech, such as echoes, music from the radio in the background, barking dogs or traffic. The feature will be available directly within Engage AI Voice Coaching Software. It will improve both the agent experience and show that with better audio, AI will improve speech to text accuracy too, for all-round optimization.
When coupled with a Jabra headset, Jabra ClearSpeech will give contact center professionals full control of conversation quality, improving employee well-being, productivity and overall comfort, according to the company.
“We have analyzed millions of conversations; the quality of a conversation can only be as good as its lowest denominator,” said Anders Hvelplund, SVP for Headsets BU Enterprise at Jabra. “If the ‘other side’ is calling from a busy street corner, a bad connection or while driving a car and listening to the radio, your conversation will inevitably be impacted by those conditions. That’s what Jabra ClearSpeech can help you with. Facilitating clear speech through our technology is a big focus for Jabra, particularly as voice becomes increasingly important when it comes to AI prompts.”
Edited by
Alex Passett
