Who can use this feature?
Plan: Call Center AI
Managed from: Admin Portal
User type: Admin
Voice Security is a set of Krisp Call Center AI features that help protect calls against voice-based fraud. It uses voice analysis to flag unexpected voice changes on a call, on both the customer side and the agent side, so your team can act on possible impersonation or agent substitution.
Voice Security settings are managed by an Admin and apply to the whole team. Each feature can be turned on or off independently.
What Voice Security includes
Voice Security currently includes two features:
| Feature | What it does |
|---|---|
| Customer voice change detection | Detects and informs agents when an unexpected voice change is identified on the customer side of a call, helping agents spot possible impersonation. Works with Krisp AI Voice Translation. |
| Agent voice authentication | Automatically detects and flags agents when an unexpected voice change is identified. Agent voice biometric data is used to monitor voice consistency across calls, helping you detect agent substitution. |
Where to manage Voice Security
All Voice Security settings live in one place in the Admin Portal. Go to Team settings >>> Security >>> Voice security. From there, you can turn each feature on or off.
Customer voice change detection
When this setting is on, Krisp monitors the customer side of the call and informs the agent when an unexpected voice change is identified. This gives agents an early signal of a possible voice change during a live call.
For a detailed breakdown of the feature, see the Customer voice change detection article.
Agent voice authentication
When this setting is on, Krisp uses agent voice biometric data to monitor voice consistency across calls and flags agents when an unexpected voice change is identified. This helps you detect agent substitution.
For setup and details, see the Agent voice authentication article.