Who can use this feature?
Plan: Call Center AI
Managed from: Admin Portal
This article walks you through the Accent Conversion setup process, configurable settings, and key considerations for ensuring a seamless experience for your team.
Getting started with Accent Conversion
Hint
When agents log in to the Krisp app for the first time, the settings you've pre-configured will be applied automatically. If no pre-configuration is in place, default settings will apply.
Once activated, the Accent Conversion feature becomes available for all users within your team(s). The team Admins can manage settings and usage centrally from the Admin Portal.
Configure Accent Conversion
Important
After updating settings in the Admin Portal, ask agents to click on the Sync button next to their profile badge in the Krisp app to pull the latest configuration. Make sure Krisp isn't in use in an active call while syncing.
As an Admin, you can manage the Accent Conversion settings for your team from the Admin Portal:
- Sign in to account.krisp.ai
- If you have multiple teams, select the relevant team from the left sidebar
-
Go to Team settings >>> Products >>> Accent Conversion
The configurable settings are highlighted below.
Customer Accent Conversion
When enabled, agents see the Customer's accent toggle in the Krisp app to convert a customer's accented speech. If the setting is not available in the Admin Portal your plan doesn't include this feature. Reach out to your Account Executive to enable it.
Agent Accent Conversion
When enabled, agents can use My accent in the Krisp app to convert their accent based on the preconfigured source accent.
Accent Conversion state
As an Admin, you can define the Accent Conversion toggle state in the Krisp app using the three available options:
- Always On: Accent Conversion is enforced, and agents can't change the toggle state.
- User's choice: Agents can enable or disable My accent as needed (for example, disable it for internal calls).
- Auto-switch: Accent Conversion turns on or off automatically based on the conditions you define. If you select this option, click Customize to open the Customize auto-switch panel and configure the two settings below.
Under Accent Conversion at call start, define the state the toggle takes when a call begins:
| Setting | Behavior |
|---|---|
| ON | Calls start with Accent Conversion enabled, and it turns off when the auto-switch condition isn't met. This option is useful if your agents mostly communicate with English-speaking customers, with occasional non-English calls in between. |
| OFF | Calls start with Accent Conversion disabled, and it turns on when the auto-switch condition is met. You should use this option if the majority of your calls are non-English. |
Under Auto-switch, define the condition that drives the state change:
| Setting | Behavior |
|---|---|
| Based on Language | Krisp detects the language spoken on the call and switches Accent Conversion on if the call is in English. |
| Based on CCaaS | Krisp reads the skill assigned to the call in your CCaaS platform and switches Accent Conversion on if that skill is mapped to English. Click Manage skills to add the skills that should be mapped to English. |
To map your skills, click Manage skills, then enter the skills that should be mapped to English in the Skills panel. Calls that arrive with any other skill, or with no skill, follow the state you set in Accent Conversion at call start.
Hint
Enter each skill exactly as it's configured in your CCaaS platform. Skills that don't match aren't recognized, and calls carrying them follow the state set in Accent Conversion at call start. This option only works with Krisp CX Bridge.
Important
- When auto-switch is enabled, agents retain full control over the Accent Conversion toggle, allowing them to enable or disable the feature at any given moment.
- If the agent switches the toggle state during an active call, Auto-switch pauses and resumes at the start of the next call.
- Auto-switch depends on how your softphone handles call audio streams. If your softphone uses a continuous audio stream across calls, Auto-switch may not work as expected.
- Based on Language relies on customer speech language detection, which works only when Krisp Speaker is selected as the output device in your softphone.
- Based on CCaaS requires the Krisp CX Bridge extension to pass the skill from your CCaaS platform to Krisp. English is the only language skills can be mapped to.
Agent Accent Conversion state change restrictions
If you set the Agent Accent Conversion to User's choice, you can restrict your agents' ability to adjust the in-app toggle during an active call by enabling the Restrict changes of Agent Accent Conversion state during an active call setting.
Source and output accents
- Source accent is a team-level setting. Once selected, it applies to the entire team. If your agents have different accents, configure separate teams to ensure correct setup. Selecting the wrong source accent can affect conversion quality (for example, causing robotic output).
- To change the output accent for your team, reach out to your Account Executive or contact our Customer Engineering team.
Info
For the best performance, confirm that all devices meet the minimum system requirements before enabling Accent Conversion. See the System requirements for Accent Conversion article for more information.