AI-based model can isolate voices and remove noise from both sides of phone and video calls
Brewton, Alabama and London UK – Provalus, a purpose-driven customer service outsourcing organization, today announced expanded deployment of IRIS Audio Technologies’ AI-based Clarity application to remove noise from both sides of their customer calls - improving customer satisfaction and reducing agent stress and fatigue.
Noise is a major issue for every customer support organization causing misunderstandings, repetition, and longer resolution times --- crucial metrics for companies that are focused on delivering a first-class CX, such as Provalus. IRIS Clarity is a powerful AI model that can isolate the primary voices on calls and remove all noise in real time to create clear conversations. The machine-learning model has been trained on millions of hours of call audio and different noise types to effectively identify and eliminate noise from the conversation.
Provalus’ unique business model of creating tech-based employment opportunities in Rural U.S.-based communities has been a huge success. Their innovation centers are often revitalized spaces in downtown, historic small communities previously used for industrial, commercial, or retail operations. While providing a tremendous opportunity to rebuild historic and downtown rural communities, many times the physical space leads to some challenges with acoustics and office noise levels.
“When you look at the market today, there are a ton of approaches to help aid agents with noise on calls from acoustic dampening panels to noise cancelling headphones. What is so incredibly unique about the application that IRIS has built is that it filters the noise from both ends of the call using software alone. This is truly a best-in-class solution that is unmatched in the market today,” commented Laura Chevalier, Chief Growth Officer for OPS.
Provalus first installed IRIS Clarity in four pilot locations, with a variety of customer agent groups and the improvement in call experience was immediate, leading them to implement this solution to the entire client base. With projections of adding over 1000 seats across six new locations in 2025, the IRIS Clarity app is able to scale with their growth.
Ryan Ruwe, EVP, said “At Provalus, we are focused on continually increasing ROI and improving quality for our clients. The IRIS AI toolset enables us to provide best-in-class solutions for any client environment. Whether the client is calling from their busiest surgery center or a construction zone in their new location, Clarity makes it possible for us to clearly communicate with them. This partnership and investment on behalf of all of our clients reiterates our dedication to being best in class.”
IRIS EVP of the Americas Toby Brzoznowski added, “IRIS is excited to be partnering with Provalus and we feel very connected to their mission of bringing jobs and growth to rural communities. We’re proud that Clarity can improve their employee experience while also improving the service they provide to their customers.”
About Provalus
Provalus is a 100% U.S.-based outsourcing organization dedicated to creating technology opportunities in areas where few traditionally exist. By leveraging a unique approach that includes creating talent in rural, veteran-heavy American communities, Provalus is generating a dedicated and superior workforce while fuelling a new era of technology talent equipped to strengthen America’s future. Provalus hires and develops the best and brightest talent in every small town they call home to deliver a remarkable experience for their technology clients and end-users alike.
About IRIS Audio Technologies
IRIS Audio Technologies is an AI-first audio technology company that delivers premium audio in all settings. Our suite of patented products leverages decades of research into the effects of sound on the brain, prioritizing focus, productivity, and wellness for all. By harnessing the science of sound, IRIS Audio dramatically improves how people experience audio across all digital platforms, from video meetings to streaming, podcasts to audiobooks, and multiple sectors including call centers, public services, and motor racing.
