CustomerZone360 NEWS

Free eNews Subscription

Sanas Granted Patent for Real-Time AI Accent Conversion Technology

By Tracey E. Schelmetic May 13, 2024

With call center agents increasingly located in all parts of the world, understandability has become a real problem. Agents are often located in noisy, packed call centers, which can lead to significant background noise. In addition, agents often speak in accents that may be unfamiliar to the customers, patients or subscribers whose calls they are supporting. Technology is now playing a role in making these calls clearer and more comprehensible.

Speech understanding AI technology solutions provider Sanas has announced a significant milestone with the issuance of a broad patent for its Real-Time Accent Conversion AI Technology in both the U.S. and India. With Sanas' patented real-time accent conversion and background noise elimination technology, agents speak naturally — as if in a quiet studio — while the technology "adapts their accents to one the customer more easily understands," according to the company. Today more than 10,000 agents in India and the Philippines use Sanas each day, and more than 100,000 agents are expected to use Sanas daily by the end of this year.

When agents are better understood by customers, it boosts the quality of transactions (Sanas’ technology has shown to boost customer satisfaction scores by 22%). Agents can raise their earnings thanks to improvements in KPIs such as increased customer satisfaction and reduced average handle time (reduced by an average of 18% with Sanas), directly benefiting their financial wellbeing.

In addition, by removing accents from hiring criteria, Sanas opens up opportunities for individuals located in more rural areas (previously rejected due to high “mother tongue Influence”), allowing them to secure jobs without the need to alter their natural speech through accent training.

"Being granted this patent is very exciting news for our company as we work to pioneer a movement toward a more inclusive and understanding global community,” said Maxim Serebryakov, co-founder & CEO of Sanas. “We are on a mission to cut down on communication barriers around the world, making accent-related bias a thing of the past. Sanas empowers agents to be more confident and be better understood, resulting in happier agents."

Edited by Alex Passett
Get stories like this delivered straight to your inbox. [Free eNews Subscription]

CustomerZone360 Contributor

Related Articles

Alorica Strengthens Latin American Footprint with New Contact Center in Paraguay

By: Greg Tavarez    5/22/2024

Alorica opened its newest contact center in Ciudad del Este, Paraguay, to support the double-digit growth the organization has been achieving year ove…

Read More

New Genesys Survey Aims to Uncover Generational Attitudes towards AI Chatbots

By: Tracey E. Schelmetic    5/21/2024

New research from Genesys aimed to determine if preferences about AI varied depending on age of the user.

Read More

Onvego Launches AI-Based Smart Receptionist for Call Handling

By: Tracey E. Schelmetic    5/21/2024

Conversational voice AI company Onvego recently announced plans to advance the business telephony sector with its Smart Receptionist. This AI-based ca…

Read More

Avaya and LivePerson Partner for 'Innovation Without Disruption'

By: Tracey E. Schelmetic    5/20/2024

Avaya and LivePerson recently announced a new partnership designed to unify voice, digital and AI capabilities into a single omnichannel solution that…

Read More

Genesys Announces New Customer Journey Management Capabilities for Genesys Cloud

By: Tracey E. Schelmetic    5/20/2024

Genesys recently announced the availability of native journey management capabilities for the Genesys Cloud platform; these seamlessly work alongside …

Read More