Who can use this feature?
Plan: Call Center AI
Managed from: Admin Portal
User type: Admin, Analyst
Krisp AI Speech Analytics automatically analyzes calls and surfaces structured quality and compliance insights in the Admin Portal. Instead of relying on manual spot checks across a small sample of calls, QA teams and supervisors get consistent visibility into every conversation.
Important
Speech Analytics processes calls where both Krisp Microphone and Krisp Speaker were active during the call.
Speech Analytics runs within the same Krisp application your agents already use for Noise Cancellation, Accent Conversion, and Voice Translation. No separate installation is required.
What Speech Analytics includes
Call metrics and performance monitoring
Each call is scored automatically against a defined set of performance criteria. Scores are available at the individual call level and aggregated into agent and team-level trends, making it easier to identify coaching opportunities and track improvement over time.
For a full breakdown of each metric and how scores are calculated, see Krisp AI Speech Analytics: Call Metrics.
Call summary
A structured post-call summary is generated automatically after each call. It captures the call type, call reason, key points, agent actions, conversation results, and any follow-up items required.
To see what each summary field contains and how summaries are structured, check out Krisp AI Speech Analytics: Call Summary. For the call conditions required for summaries to generate, see Speech Analytics and Agent Assist summary requirements.
Compliance monitoring
Potential compliance violations are detected and flagged automatically across all calls. Each alert is linked to the exact part of the conversation where the issue occurred, so supervisors can review and act with full context rather than listening to entire recordings.
To understand how alerts are triggered, categorized, and reviewed, see Krisp AI Speech Analytics: Compliance Monitoring.
QA Scorecards
Calls can be evaluated against a custom scorecard: a structured set of questions with Yes, No, or N/A answers mapped to your team's QA rubric. Each call receives a final score with a justification for each question, generated automatically from the call transcript.
To learn how to build and manage scorecards for your team, check out Krisp AI Speech Analytics: QA Scorecards.
Hint
To get started with Krisp AI Speech Analytics, contact your Account Executive or reach out to sales@krisp.ai.