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When customers contact Louisville Water, they expect clear answers and helpful service. But for some customers, language differences can make it more difficult to get the information they need.
To help better serve Louisville’s diverse community, Louisville Water adopted a new voice translation technology that provides near real-time translation during customer phone calls. The tool allows customer service representatives to communicate with callers in more than 60 languages, helping customers get assistance faster and easier.
Louisville Water recently partnered with Krisp AI, a voice productivity platform that translates conversations as they happen while also reducing background noise on calls. The software can automatically identify a caller’s language and provide real-time translation between the customer and the representative, creating a more seamless conversation.
Previously, the customer service representatives would have to connect a third-party translator, causing a delay in communication.
In addition to translation services, the Krisp provides live call transcripts, enhanced audio quality through noise cancellation, and tools that help improve communication between customers and employees.
“This tool will create a better customer experience, build capacity in the business, and create significant cost savings,” said Megan Hancock, director of customer service. “Those are the key outcomes we want to achieve in any customer experience project. At the heart of it, the goal is to improve both the customer and employee experience.”
The technology is currently deploying across Louisville Water’s customer service center and radio room, which serves as the utility’s emergency dispatch operation.
“Using the Krisp translation has been amazing for our customer service team!” said Sherrie Scott, customer service representative III. “Not only does it block out all the background noise, but having the live translation built in means we no longer have to waste time calling an external line translator. It makes our workflows so much faster!”
The team is also exploring how the technology can support customers visiting Louisville Water’s lobby, creating a more consistent experience across service channels.
“I have been extremely impressed with the accuracy of the Krisp translation,” said Customer Service Trainer Angela Garnett. “I think it will be a great benefit to the agents due to its ease of access and the ability to provide clear information quickly.”
The launch comes during National Hispanic Heritage Month, highlighting Louisville Water’s ongoing commitment to serving customers throughout the community and ensuring that language is not a barrier to receiving critical water service information.
“As our community continues to grow and evolve, we’re committed to finding innovative ways to connect with our customers,” Hancock said. “We’re excited to add another tool that helps us provide excellent service to even more people.”
