Case Study: Convey Health Solutions reduces communication grievances with Sanas

Convey Health Solutions cuts communication grievances by 80–100% with Sanas

Convey Health Solutions, a company supporting U.S. government healthcare programs, faced significant communication barriers in its contact centers. These barriers resulted in a high number of member grievances and poor transcription accuracy that hampered quality assurance. To address this, Convey partnered with Sanas to implement its real-time accent translation technology.

Sanas provided a solution that processes audio locally on the agent's device, ensuring data security and eliminating latency. The implementation led to an 80–100% reduction in communication grievances and improved first-call resolution. Average handle time also began to decrease from its baseline, and transcription accuracy increased, providing cleaner data for compliance and coaching.

Convey Health Solutions