• Firstsource and Sanas team up for real-time accent translation.
• AI boosts clarity, agent efficiency, and customer experience.
• Results: 22% CSAT rise, 17% sales boost, 95% adoption.

Firstsource Solutions Limited, the world-renowned business transformation leader and RP-Sanjiv Goenka Group company, has tied up with Sanas, which developed the first real-time speech understanding platform globally, to harness AI in improving customer experience.

The collaboration brings in Sanas' Real-Time Accent Translation technology to complement Firstsource's UnBPO philosophy for delivering uninterrupted, AI-powered conversations.

Removing the barriers of accent and language, the solution enhances clarity, cuts down cognitive effort, and allows most appropriate levels of communication between agents and global customers. This AI-first way of doing business is already showing results, with early implementers reporting higher ROI and better performance.

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It is an industry-agnostic technology and has brought about measurable results: 17% increase in sales efficiency; 21% improvement in NPS; 18% decrease in AHT; 22% increase in CSAT; and 95% agent adoption. By seamlessly embedding this unobtrusive technology into regular workflows, Firstsource is championing next-gen, scalable customer service outcomes across industries.

Sharath Keshava Narayana, CEO and Co-Founder, Sanas.ai said, "We're thrilled to partner with Firstsource to bring Sanas' Real-Time Accent Translation technology to their global operations. This collaboration marks a major milestone in our mission to make communication more inclusive and effortless. Our groundbreaking AI technology, combined with Firstsource's customer-first approach, enables contact center agents to have clearer, more effective conversations regardless of accent or geography. Together, we are setting a new standard for exceptional agent and customer experiences alike".

"This is the Future of Work in actiona seamless human-AI partnership where technology enhances connection, boosts responsiveness, and empowers agents to perform at their best," added Ashish Chawla, President CX and Consulting at Firstsource.