Sanas has launched an “industry-first” real-time language translation solution for customer support.
While there are many other near-real-time translation tools on the market – which convert speech to text, translate it, and synthesize it back to speech – Sanas promises an experience that’s truly real time.
Its innovation uses a proprietary AI-based architecture to perform direct, low-latency speech-to-speech language translation.
“Designed to enhance communication clarity, improve agent performance, and boost customer satisfaction, Sanas empowers businesses to deliver more empathetic and inclusive customer experiences,” said Sharath Keshava Narayana, CEO and Co-founder of Sanas.
This latest leap forward in AI-powered speech technology brings us closer to a world where linguistics and language is no longer a barrier.
As of 2024, Sanas provides 12 of the world’s top 20 BPOs with accent translation technology. This latest release is its next step in reimaging contact center voice experiences.
How Does the Technology Work?
The “industry-first” solution leverages recent advancements in large language models (LLMs) to power speech-to-speech, real-time translation that is omnidirectional and available in the listener’s preferred language.
It delivers “fast, accurate translations” while preserving the speaker’s identity and emotional nuance.
Currently, the first supported language pairs include English-Spanish and English-French, with others soon to follow.
Sanas also packages its “enterprise-grade” noise cancellation and speech enhancement, which it describes as “a free-forever solution designed to raise communication standards everywhere.”
Rather than only reducing background noise, this innovation removes noise and unwanted speech from all directions on a call.
The goal? To ensure crystal-clear conversations while preserving speech quality. Narayana summarized:
With zero impact on workflows or infrastructure, it’s ideal for businesses and professionals alike who are looking to eliminate communication inefficiencies.
Indeed, the innovation extends beyond Sanas’s BPO base. Global enterprises may utilize the technology to consolidate customer support locations.
Additionally, businesses operating in companies with high levels of immigration may offer these people support in their mother tongue, providing a “wow” moment that may help drive loyalty.
Other Sanas News
The real-time translation solution builds on Sanas’ recent product momentum, including several new integrations and big customer wins.
One of these flagship moments includes Sanas entering into a partnership with Zoom. Soon, Sanas will become available on the Zoom App Marketplace, enabling its Zoom Contact Center and Workplace customers to leverage the technology.
Additionally, Sanas recently partnered with Genesys to help its enterprise and BPO customers enhance their service experience by improving speech understanding in their contact centers.
By partnering together, Sanas’ solutions are now available on Genesys AppFoundry and can integrate into Genesys CX platforms.
On the big win front, the vendor also secured a major partnership with Teleperformance, which will leverage its accent-translation technology.
The announcement came with some pushback, as critics argued that neutralizing the accents of foreign support reps plays into racism.
Yet, Sanas counteracts these concerns by highlighting case studies of customers that have achieved double-digit improvements in handling times, customer satisfaction, and agent engagement.
