Arrivia is a travel loyalty and rewards program provider headquartered in Scottsdale, Arizona. It enables businesses to offer exclusive travel benefits to their customers, drawing on a global network of travel suppliers and a technology-driven approach to deliver booking experiences for millions of travelers. Its international call centers, including operations in India and the Philippines, provide expert assistance to customers planning and booking travel, with large outbound operations and a Cruise Sales line of business.

Arrivia's call centers, particularly in India and the Philippines, were vibrant and full of energy, but background noise and voices often disrupted calls. The problem was greater for its large outbound operations, where customer expectations were higher and clear audio was essential. Customers struggled to hear agents, leading to miscommunication and frustration that hurt Net Promoter Scores (NPS). Noise-canceling headphones only reduced noise on one side of the conversation, needed frequent replacement and carried ongoing costs.

Arrivia first addressed noise with Krisp's AI-powered Noise Cancellation, which filtered background noise bidirectionally in real time and cut the negative NPS impact from background noise by 44%. With noise eliminated, leadership identified the next barrier: accent clarity. Despite agents' strong language skills, some customers, especially in North America, found their accents difficult to understand, leading to misunderstandings, longer calls and lower satisfaction.

Some business lines and partners also required a native U.S. accent, which limited where those programs could be served from. Arrivia needed a way to keep its diverse talent pool while ensuring clear, effective and unbiased communication with customers.

Having already seen results from Krisp Noise Cancellation, Arrivia turned to Krisp AI Accent Conversion, which improves speech clarity while preserving the natural tone and flow of the conversation. Because Arrivia was already running Krisp, Accent Conversion integrated into the existing workflow without complex IT changes. Krisp's flexibility with proof-of-concept testing and rapid implementation made the decision straightforward; according to Arrivia, no other solution offered the same customization, ease of use and immediate impact on customer satisfaction and operational efficiency.

Arrivia evaluated the technology with a structured pilot of 20 agents in India on the Cruise Sales team, a line of business that requires a high level of customer trust and clear communication to convert. The company established a performance baseline before Accent Conversion, then measured results over a sustained evaluation period with the technology enabled. Agents used Accent Conversion on every call, performance was scored with a weighted scorecard across six core KPIs, and results were compared against the same group's pre-deployment baseline.

The agents' professionalism and approach to customer service remained unchanged; the only change was the accent. Following the evaluation, Arrivia expanded the rollout to 100 additional agents across multiple lines of business, extended it to outbound teams handling high-sensitivity calls, and began piloting Krisp's Filipino English accent pack for its Philippines operations. Removing accent-related barriers also allows Arrivia to serve programs from India that previously required a native U.S. accent, increasing flexibility in workforce deployment.

• Net Promoter Score improved 99% within 90 days, driven by a 10.4% shift in Likelihood to Recommend
• Sales Conversion Rate increased 26.1% and Revenue per Booking rose 14.8%
• Agent Promoter Score improved 12.2%; Margin per Hour increased 11.7%
• Call Handle Time reduced 4.4%
• Earlier Noise Cancellation deployment cut the negative NPS impact from background noise by 44%
• Rollout expanded to 100 additional agents across multiple lines of business