Firstsource Solutions has partnered with Sanas, a provider of real-time speech understanding technology, to enhance customer conversations using AI.
The integration of Sanas’ Real-Time Accent Translation technology aims to eliminate accent and language barriers, improving clarity and empowering agents to connect with global customers more effectively.
The technology enables more inclusive and fluid customer conversations across various industries without the need for hardware changes.
Users have seen significant performance results, including increased sales efficiency, improved Net Promoter Score, and higher customer satisfaction rates:
- 17% average increase in sales efficiency
- 21% improvement in Net Promoter Score (NPS) at a Fortune 20 global tech company
- 18% average reduction in AHT
- Zero instances of customers asking to speak with another agent
- 22% average boost in Customer Satisfaction (CSAT)
- 95% agent adoption rate
Ashish Chawla, President – CX and Consulting at Firstsource, said: This is the Future of Work in action—a seamless human-AI partnership where technology enhances connection, boosts responsiveness, and empowers agents to perform at their best”.
Firstsource Solutions, a global leader in transformational solutions, operates across various industries and geographies, focusing on delivering real-world solutions with cutting-edge technology and analytics.
Sanas, with its Real-Time Speech Understanding Platform, aims to revolutionize global communication by making it more inclusive and compassionate, offering technologies like Real-Time Accent Translation and Two-Way Noise Cancellation.
