Case Study: SoFi improves call clarity and member conversations with Sanas speech AI

SoFi boosts CSAT, FCR and conversion with Sanas across BPOs

SoFi, a financial services company, faced challenges with inconsistent voice quality across its multi-BPO contact center operation, which created communication friction for both offshore and domestic agents. This risked member trust and engagement, particularly in sensitive areas like collections. To maintain control over the technology shaping these conversations, SoFi chose to deploy Sanas as its single, owned speech AI platform.

Sanas provided a solution that ran locally on agent endpoints, offering both accent translation for offshore teams and noise cancellation for domestic agents without requiring changes to their workflow. The implementation resulted in measurable improvements in CSAT, first call resolution, conversion, and promise-to-pay rates. Most importantly, Sanas gave SoFi direct ownership and governance of the platform, allowing it to scale the technology flexibly across all its BPO partners.

SoFi