Call centre operator, Sigma Connected has deployed an AI-powered noise cancellation platform to clear up the sound quality of its voice calls. Sigma started testing Iris Clarity in February of this year and has since optimised hundreds of thousands of calls from its “South African call centre offices” for its global clients.
“Where Iris Clarity has been deployed to selected spaces with background noise, there have been no further complaints,” said Ian Gerleman, chief technology officer. Sigma Connected.
“Operations has had positive feedback from our clients and has seen a decrease in [average handle time],” he added.
The Clarity pilot project has proved so popular that the CX service provider is assessing a further rollout of the technology. “We are still exploring the possibility of rolling it out across the entire estate. For now it is on a need to have basis,” explained Gerleman.
However, Gerleman expects the majority of agents to start using the technology in the coming months.
“It is already helping to improve the quality of calls for our UK customers, while retaining the personal touch,” he added.
The Cloud-based Clarity platform automatically activates as soon as it detects voice traffic. The Iris AI detects the closest and most direct human voice at the start of the voice stream and isolates it, removing background noise from the agent and customer side of the call and allowing for a clean and clear conversation between Sigma agents and customers.
Jacobi Anstruther, CEO of Iris added: “We think AI initiatives such as this are crucial for the future of good CX, especially with sensitive and complex conversations, and are delighted to play a part in Sigma Connected’s strategy going forward.”
Sigma provides call centre services for several businesses involved in utilities, financial services, telecommunications and insurance.