Automated Health Systems (AHS) is a national health services management company with more than 3,000 professionals. It supports public health programs, including Medicaid, Medicare and SNAP, that serve millions of consumers, with statewide populations exceeding 4 million members. Its contact centers are often the first point of contact for people seeking help with coverage, eligibility, appointments and benefits, frequently at a moment of need. Beyond English, AHS primarily supports callers in Spanish, Portuguese, Arabic and Haitian Creole.

AHS serves public health programs where many callers do not speak English as a first language. Before Krisp, every non-English call followed a manual, multi-step process: the agent identified the language, placed the caller on hold and started a three-way call with a third-party interpreter service, then continued the conversation through the interpreter for the rest of the call.

That process added time and complexity to every non-English interaction. Hold time to connect and waiting for an available interpreter extended handle times. On application processing, where a script must be read slowly and consent captured correctly, a five-minute call could stretch toward 45 minutes, with a pause every time the agent, interpreter and caller took turns. The hand-off also broke the conversation at the moment trust forms; as Martin Cronkhite, Corporate Director of Omnichannel and Telecommunications at AHS, described it, the agent's focus shifted from the caller to the next step in the process.

AHS primarily supports callers in Spanish, Portuguese, Arabic and Haitian Creole, and every one of those calls carried what the company calls the interpreter tax. The goal was to reduce Average Handle Time by removing the delay of connecting to interpreters while improving the customer experience, even as regulatory changes drove roughly 90,000 additional calls between February and August 2026, about 15,000 a month.

After evaluating alternatives, AHS chose Krisp AI Voice Translation for four reasons: native integration and real-time performance suited to a live contact center environment; efficiency and scalability across its state program portfolio; a privacy-first architecture that can run without storing any conversation content, with opt-in recording and transcript storage where a program wants it; and ease of deployment, with translation available to an agent at the click of a button.

With Krisp, translation begins when the call begins. There is no hold, no queue and no interpreter wait. Multilingual support runs inside the existing call flow, and complex or high-risk scenarios can still be routed to a third-party interpreter service under a hybrid model.

AHS scoped the initial proof of concept deliberately small, roughly 10 to 20 agents in a single center, to validate performance before any wide impact. Handle time fell in the areas that mattered most, and the site chose to extend Krisp to every agent. A rollout planned to take more than a month across 500 agents was completed the same day as release, with deployment as simple as enabling single sign-on.

Quality was measured on every translated call rather than sampled, scoring meaning preservation, critical information transfer and natural conversation flow. AHS intends to implement Krisp Voice Translation across all of its projects and is exploring additional Krisp capabilities on the same platform, including Noise Cancellation, Agent Assist and Speech Analytics.

• 31% reduction in Average Handle Time during the pilot program, the driver behind the other gains
• 32-second improvement in Average Speed of Answer; abandoned calls fell from 5% to 3.08%
• CSAT rose from 81% to 86%
• 96% translation accuracy scored on 100% of calls, with zero reported patient safety or experience incidents
• 9 in 10 multilingual calls completed in-flow; 10% routed to a third-party interpreter under the hybrid model
• 500-agent rollout compressed from more than a month to a single day