Introduction:
The world’s largest EdTech assessment provider was facing a spike in call volumes during a critical testing window leading to longer Average Handle Time (AHT) and communication issues. To maintain customer experience without disrupting operations, the client partnered with Firstsource to pilot an AI solution focused on accent neutralization and noise cancellation, aiming to improve clarity, reduce call duration, and boost operational efficiency.
Challenges:
The client aimed to enhance communication quality and reduce AHT, but several issues stood in the way:
- Accent Clarity Issues: Regional accents and mother tongue influence led to frequent misunderstandings, increasing the need for repetition.
- Noise Disruption: Background sounds hampered communication, creating poor customer experience and added strain on advisors.
- Limited Time to Act: The testing season offered minimal room for error or disruption in customer support.
- No Room for Retraining: There was no time to upskill agents or bring in new resources for a temporary spike.
- Cost Constraints: The client needed a tech-first solution that didn’t rely on additional full time employees (FTEs) or costly talent upgrades.
How we made it happen:
Firstsource deployed a fast, seamless, and scalable AI-led solution with minimal operational disruption:
- Real-time AI Deployment: Introduced Sanas’ accent neutralization and background noise cancellation directly on advisor desktops.
- Zero Retraining Required: The solution required no change to advisor behavior or process flows, thereby enabling rapid adoption.
- Plug-and-Play Integration: Installed without altering existing infrastructure or workflows, delivering immediate impact.
- Efficiency Uplift: Better voice clarity reduced repetition, resulting in a 4–5% productivity gain.
- Tech-Enabled Uplift: Improved advisor efficiency without needing to change the team, showcasing seamless collaboration between technology and operations.
Conclusion
By leveraging AI for real-time voice enhancement, Firstsource helped the client overcome seasonal spikes and communication gaps, without expanding the team or altering workflows.
The result: better experiences for customers, greater ease for advisors, and a proven model for scalable, tech-driven efficiency.