First Source, Sanas Partner to Revamp Customer Conversations With AI

Firstsource Solutions Limited, a major international supplier of fundamental solutions and services and an RP-Sanjiv Goenka Group firm, collaborated with Sanas, the creator of the world’s first real-time speech comprehension platform, to allow next-generation customer conversations powered by AI.

Summary:

1. Firstsource Solutions Limited has partnered with Sanas, the creator of the world’s first real-time speech comprehension platform, to enable next-generation customer conversations powered by AI.

2. Early adopters are witnessing results, with 128% more likely to report strong ROI from their AI solutions in CX.

3. The seamless speech-to-speech system reduces accent and language barriers, improving understanding and lowering cognitive strain.

According to the latest tech news, Sanas’ Real-Time Accent Translation technology with Firstsource’s UnBPO concept represents a major leap in AI-first customer experience. This seamless speech-to-speech system reduces accent and language barriers, improving understanding, lowering cognitive strain, and allowing agents to engage with worldwide consumers more confidently and efficiently.

As AI progresses from pilot to performance, early adopters are witnessing results, with 128% more likely to report strong ROI from their AI solutions in CX. By integrating clever, subtle technology into daily activities, Firstsource uncovers scalable, measurable value by increasing agent productivity, improving conversations, and offering next-generation CX experiences at speed and scale.

How Will First Source Use AI?

“At Firstsource, we look for collaborations that match our commitment to smart, scalable transformation solutions that offer maximum effect with least friction, thereby improving both experience and outcomes. Our work with Sanas is a strong example of the UnBPO philosophy: using intelligent, human-centric technology to improve performance and ROI.

“The Customer Experience (CX) environment is shifting fundamentally from cost efficiency to outcome-driven impact. With Sanas’ AI-powered Real-Time Accent Translation, we can promote more inclusive, fluid customer discussions, regardless of whether the customer is a consumer, a learner, or a patient, without requiring hardware changes or system overhauls. It is an innovation that operates in the background while transforming everything.”

“This is the Vision of Work in action, seamless human-AI partnership where technology improves connection, boosts responsiveness, and enables agents to perform at their best,” said Ashish Chawla, President, CX and Consulting at Firstsource.

The technology is industry-agnostic, providing numerous benefits for improved communication across various businesses. Early installations of this technology in many companies gave considerable performance results:

• 17% average increase in sales efficiency.
• Nett Promoter Score (NPS) improved by 21% at a Forbes 20 global technology company.
• 18% average reduction in AHT
• No instances of clients asking to talk with another representative.
• 22% average increase in customer satisfaction (CSAT).
• Agent adoption rate: 95%

According to this latest tech news, “We are excited to work with Firstsource to offer Sanas’ Real-Time Accent Translation technology to their worldwide business. This collaboration of customer conversation with AI represents a turning point in our mission to make communication more accessible and effortless. Our innovative AI technology, paired with the customer-first strategy of First Source, allows contact Centre agents to communicate more clearly and effectively, regardless of language or geography. Together, we are establishing a new benchmark for excellent agent and customer experiences,” said Sharath Keshava Narayana, CEO and co-founder of Sanas.

Similarly, Anthropic released its most recent Claude generative artificial intelligence (GenAI) models on Thursday, boasting it will set new standards for thinking, coding, and digital agent skills.

Since OpenAI’s ChatGPT was formed in late 2022, various generative AI models have competed for supremacy. GenAI approaches use basic conversational inputs to answer questions and execute tasks.
Silicon Valley is developing AI models that can perform computer or online tasks.

The business was ahead of the curve, adding a “computer use” option to its model late last year.
“Agents can turn human imagination into a tangible reality at an unprecedented scale,” remarked Anthropic’s Chief Product Officer, Mike Krieger, an Instagram co-founder, regarding the latest AI tech news.