Krisp AI Agent Assist user guide

Who can use this feature?

Plan: Call Center AI
Platform: Mac/Windows

Info

For a product overview of Agent Assist, see the Krisp AI Agent Assist article.

Agent Assist supports you during and after calls, directly from the Krisp Live Widget. This guide covers how to use Knowledge Chat, Live Captions, and Voice Macros during a call, and how to work with the After-call Summary once the call ends.

Knowledge Chat

Knowledge Chat gives you instant, knowledge-based answers during and outside of calls, pulled from your organization's knowledge sources. Open the Krisp Widget, then type your question into the Message AI Chat field. Knowledge Chat responds with an answer and a link to the source.

Hint

For the full steps, including in-call questions and reviewing past answers, see the Krisp Knowledge Chat user guide.

Live Captions

Live Captions shows a real-time transcript of your call inside the Widget.

During a call, click the Live Captions button to turn captions on. This button is available in both the expanded and collapsed Widget.
Captions appear in the Current call tab, marked with the time they started.
Click Live Captions again to turn captions off.

Voice Macros

Voice Macros let you play pre-recorded audio during a call. The recordings are uploaded and managed by your Admin.

During a call, use the macro selector in the Widget to choose a recording. The selector and play button are available in both the expanded and collapsed Widget.
Click the play button to play the selected recording during the call.

Hint

When you hover over a recording in the selector, its title is highlighted so it's easier to pick the right one. The order and names of the recordings are set by your team Admin in the Admin Portal.

After-call Summary

When a call ends, the After-call Summary appears automatically in the Krisp Widget, helping you wrap up faster and more accurately. The summary includes:

Key points from the call.
Follow-up actions.
Call stats, such as duration, talk ratio, and noise removed.
Performance feedback, such as call opening and closing, thanking the customer, active listening, and politeness.

You don't have to wait for the call to end. Click the Summarize button on the Widget to generate the summary while the call is still in progress. Once the summary appears, you can copy it and paste it into your CRM or internal system.

Important

Summarizing too early can leave the transcript incomplete, which can prevent the summary from generating. Use Summarize only after enough of the call has taken place. If the summary does not generate, see Call analysis results don't appear for Speech Analytics and Agent Assist.

To support privacy and compliance, PII and PCI are redacted on-device before the After-call Summary is generated.

Info

Redaction depends on an Admin Portal setting. If your Admin disables it, PII and PCI are not redacted.

Frequently asked questions

Where can I find more help with Knowledge Chat?

For questions specific to Knowledge Chat, such as usage limits, using it outside of a call, and how it sources answers, see the FAQ in the Krisp Knowledge Chat user guide.

Whose speech do Live Captions show?

Live Captions show the customer's speech.

Why didn't my After-call Summary generate?

The summary generates only when the Krisp Microphone and Krisp Speaker are selected for the call. If you run multiple calls through Krisp at the same time, the summary is generated only for the app whose call ends last. Some calls are not analyzed at all, for example calls shorter than 30 seconds or calls not in English. If the issue was a temporary processing error, you may see a Retry button in the Widget to try again. For the full list of conditions and error messages, see Call analysis results don't appear for Speech Analytics and Agent Assist.