Getting started with Krisp AI Agent Assist as an Admin

This article covers how to enable Krisp AI Agent Assist for your team, what is active once it is on, and the settings Admins can manage directly in the Admin Portal.

Before you begin

Agent Assist is enabled at the plan and team level. To activate it, contact your Account Executive or reach out to sales@krisp.ai.

If your team already uses Krisp for Noise Cancellation, Accent Conversion, Voice Translation, or Speech Analytics, enabling Agent Assist does not require a new installation. Features become available once the plan and team are enabled.

How to get started

1. Contact your Account Executive to enable Agent Assist for your plan and team.
2. Review the Admin Portal settings to match Agent Assist to your team's workflow, including the after-call report components, Live Captions, Knowledge Chat, and team voice macros.
3. Start using results. Real-time assistance is available during calls, and an after-call report is generated automatically after every call where both Krisp Microphone and Krisp Speaker were active.

What is active by default

When Agent Assist is enabled for your team, an after-call report is generated automatically after every call where both Krisp Microphone and Krisp Speaker were active. The report includes the following by default:

• Call performance: feedback on the agent's performance during the call, based on a default set of metrics. Admins can add metrics from the built-in library or adjust which metrics are active.
• Call summary: a structured summary of the conversation, based on a default template. Admins can add or remove sections.
• Call stats: talk time and noise statistics for the call.

Call disposition detection is not enabled by default. Krisp begins detecting and assigning dispositions only after you add/upload a dispositions list in the Admin Portal.

Admin Portal settings

The following settings can be managed directly in the Admin Portal without contacting Krisp.

After-call Summary settings

1. Call performance: Add metrics from the built-in library or adjust which metrics are active for your team. To add or remove metrics:
   • Go to Products >>> Agent Assist >>> Manage metrics
   • Select a metric from the library to add it, or toggle an active metric off to remove it.
2. Call summary: Add or remove summary sections to match your team's documentation requirements. To manage the summary template:
   • Go to Products >>> Agent Assist >>> Manage summary template
   • Add or remove sections as needed.
3. Call disposition detection: Have Krisp detect and assign a disposition to each analyzed call. The dispositions list is hierarchical and supports up to four nested levels per disposition, so you can build categories and sub-categories that match how your team classifies calls. To manage dispositions:
   • Go to Products >>> Agent Assist >>> Manage dispositions list
   • Upload your dispositions list as a CSV, then add, edit, or remove dispositions and nest sub-levels up to four levels deep as needed.
4. Call stats: Show talk time and noise statistics in the after-call report. Toggle Call stats on or off under After-call Summary.

The Manage PII redaction link under After-call Summary opens the PII Redaction setting. For details on PII Redaction and other call content controls, see the Managing call content and data section of Optimizing general Team settings for Krisp Agent Assist.

Other Agent Assist settings

Enable Live Captions

Provide agents with AI-powered live captions during calls to help them understand the customer more easily. To manage this setting:

• Go to Products >>> Agent Assist
• Toggle Enable Live Captions on or off.

Enable Knowledge Chat

Let agents retrieve information from your connected knowledge base during calls. To manage sources:

• Go to Products >>> Agent Assist >>> Manage knowledge sources
• Add or manage the sources the Knowledge Chat can refer to.

Team voice macros

Store prerecorded audio clips that agents can play back during calls, useful for mandatory disclaimers or terms and conditions. To manage recordings:

• Go to Products >>> Agent Assist >>> Manage recordings
• Add, rename, reorder or remove recordings as needed.

Allow agents to view call in web portal

Let agents sign in to the web portal and view selected call information. The option is available only if Speech Analytics is also enabled for your team. To manage this setting:

• Go to Products >>> Agent Assist
• Toggle the setting on, then select which information agents can view: Call performance, Call summary.