Firstsource, Sanas Launch Real-Time AI for CX Excellence

27 May 2025 CW Team

Firstsource Solutions Limited has partnered with Sanas to roll out Real-Time Accent Translation technology, redefining customer experience (CX) by removing language and accent barriers. The AI-powered platform integrates with Firstsource’s UnBPOᵀᴹ model to boost clarity and performance in global conversations.

The collaboration enables speech-to-speech translation that runs unobtrusively, improving agent confidence and reducing customer friction. Early adoption results include a 17 per cent increase in sales efficiency, 21 per cent rise in Net Promoter Score, and 22 per cent improvement in customer satisfaction. Additionally, the technology saw a 95 per cent adoption rate among agents and led to zero customer requests to switch agents.

By embedding intelligent, scalable tools directly into operations, Firstsource aims to elevate agent productivity while delivering faster, more inclusive service. The solution is hardware-free and industry-agnostic, adaptable across sectors including healthcare, education, and technology.

Sanas, founded in 2020, specialises in real-time speech understanding, and its patented platform is designed to support seamless global communication. Together, the two companies aim to set a new benchmark for effortless and human-centric CX.

Source:Press release issued by Firstsource Solutions Limited

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