Voice Security Will Become Core Enterprise Infrastructure: Krisp

But as AI-powered impersonation and deepfake fraud become growing concerns, securing these interactions is becoming just as important. Krisp, a Voice AI company that says its technology powers more than 200 million devices and processes over 80 billion minutes of voice conversations monthly, sees these developments as part of a broader shift toward real-time voice infrastructure. The company's 2026 research found that 40% of customer experience (CX) leaders consider hiring and staffing their biggest barrier to scaling global voice support, compared with 14% who cite technology integration.

The findings suggest that workforce constraints remain a major challenge even as companies invest in AI. In an interaction with CIOL, Harry F., Chief Commercial Officer, Krisp, discussed how these developments could reshape India's BPO industry and the company's strategy for securing human and AI-driven conversations. He also discussed that Voice AI could help Indian BPOs move beyond competing primarily on labor costs by making their existing talent more accessible to global customers.

He also explained why Krisp is focusing on real-time voice infrastructure rather than individual AI applications, how voice authentication could become part of everyday customer interactions, and why India could emerge as a testing ground for multilingual, AI-assisted customer service. Will Voice AI Shift India's BPO Advantage From Cost to Capability? The larger opportunity for Voice AI is to remove the constraints and friction around human talent rather than simply reduce headcount.

Language, accent, geography and training have historically determined which agents can serve which markets. Voice AI can significantly reduce those barriers and help companies scale globally with the teams they already have. That creates a significant opportunity for India’s BPO sector.

Instead of competing primarily on labour cost, Indian providers can compete on capability, serving more geographies, languages and complex interactions from the same talent base. Our research shows that accent-related issues can materially restrict offshore hiring and create significant repetition and operational costs. Voice AI helps change that equation.

The model therefore moves from labour arbitrage to capability arbitrage. India’s advantage is not diminished by Voice AI; it becomes substantially more valuable when its talent can serve a broader global market. Is Krisp Building Voice Infrastructure Rather Than Standalone AI Tools?

The strategy is centred on voice infrastructure rather than individual applications. Every voice interaction has foundational requirements: clean audio, accurate turn detection, interruption handling, language and accent recognition, and increasingly, authentication. We build technology across that layer.

VIVA provides the underlying voice infrastructure for AI agents, while our broader platform applies real-time voice AI across human conversations, from Noise Cancellation and Accent Conversion to Voice Translation, Speech Analytics and Voice Security. We see real-time voice infrastructure as the core. It can serve AI agents, human agents, translation systems, analytics and security rather than being tied to a single application.

The applications will continue to change, but the need for reliable real-time voice won't. What Evidence Shows Voice AI Is Improving Customer Outcomes? The evidence has to come from business outcomes, not whether the technology sounds impressive in a demo.

In one live healthcare deployment, Krisp’s Voice Translation achieved 96% accuracy across more than eight languages, with 90% of multilingual calls completed without a human interpreter. Average handle time dropped 77%. We see the same principle with Accent Conversion.

The objective is not to make people sound identical. Accent Conversion preserves the speaker’s voice and tone while improving intelligibility. The business value comes from reducing repetition and cognitive load, expanding the available talent pool and allowing customers and agents to understand each other more easily.

Ultimately, if the technology doesn't improve the conversation for the customer or the metrics the business cares about, it isn't doing its job. Will Voice Authentication Become a Core Requirement for BPOs? As voice becomes a primary interface for both customers and AI agents, trust will become an integral part of the voice experience itself.

Authentication and risk signals will increasingly be evaluated in real time directly within the conversation, rather than being treated as a separate step. For BPOs, this creates an opportunity to make every interaction more intelligent and trusted while maintaining the speed and convenience of voice. Real-time deepfake detection, fraud-signal detection and agent voice verification can operate alongside the conversation, giving enterprises greater visibility and control and visibility without adding friction for customers.

I see this evolving less as a separate security budget and more as a core capability of enterprise voice infrastructure. The same infrastructure that improves clarity, translation and conversational intelligence can also establish whether an interaction is authentic. As voice AI scales, trusted voice will become an important part of the overall CX stack, not simply another cybersecurity feature.

What Gives Krisp an Edge as Larger Platforms Add Voice AI? I think the most defensible layer will be real-time voice infrastructure. Foundation models will keep getting better and contact-centre platforms will continue adding more AI features, but voice still has to work in real time, across different devices, networks, languages, accents and noisy environments.

That is a very different engineering problem from adding another application feature. Some of these capabilities will absolutely become standard features inside larger platforms. The question is how well they perform at scale and across different environments.

Enterprises will still need technology that works consistently across the platforms they use, rather than being tied to one stack. That is where we see the opportunity. Krisp builds proprietary voice models and infrastructure that can sit across any CCaaS platform, AI agents and enterprise applications, improving the conversation itself before or alongside the rest of the AI stack.

Those capabilities are also available through SDKs and APIs, so platforms can embed Krisp directly rather than having to build and maintain the underlying voice technology themselves. Can India Become a Global Test Bed for Multilingual, Secure Voice AI? India is different because all of these challenges come together at enormous scale.

You have a large multilingual population, significant variation in accents and speech patterns, and one of the world’s largest BPO workforces serving customers across global markets. It is also operating at the point where AI adoption and new voice-security risks are emerging at the same time. That makes India less of a single use case and more of a microcosm of the global voice environment.

Voice AI can help India move beyond the traditional cost-arbitrage model. Accent conversion, real-time translation, noise cancellation, agent assist can expand the available talent pool while making existing agents more globally deployable across languages, geographies and customer segments. Our research has shown how accent-related communication challenges can influence offshore hiring, particularly in markets such as India.

That creates the potential for India to become a global proving ground for multilingual, AI-assisted and AI-secured customer service. If you can build voice systems that work across India's linguistic and operational complexity, those systems are well positioned to address the challenges of other global markets. The opportunity is for India to evolve from being primarily the world's delivery hub for voice services to becoming a centre for developing and deploying the next generation of global customer experience.