Case Study: Robinhood achieves more than 2x outbound authentication rates with Sanas

Robinhood more than doubles outbound authentication to 26% with Sanas

Robinhood faced a significant challenge in its credit card collections operation, as agents had difficulty authenticating customers on outbound calls, with a success rate of only 11%. Customers were often wary and would hang up if the agent was difficult to understand, preventing any further discussion about payments. To address this, Robinhood partnered with Sanas to improve call clarity.

Sanas implemented its real-time accent translation and voice clarity technology for a 30-day pilot with Robinhood's BPO agents. The solution immediately improved call quality, and the results were substantial: outbound authentication rates more than doubled to 26%. This allowed many more customers to be successfully authenticated, creating significantly more opportunities for agents to discuss payments. Following the successful pilot, Sanas was recommended for broader deployment within Robinhood's customer experience organization.

Robinhood