Case Study: Staysure Group improves customer understanding and scales global support with Sanas

Staysure Group triples positive communication mentions with Sanas

Staysure Group, a UK-based travel insurance provider, faced a challenge with customer comprehension when scaling its global contact centers. Some UK customers struggled to understand the accents of agents based in Sri Lanka, which was particularly problematic during sensitive medical conversations. This communication barrier also caused concerns with underwriters. Staysure partnered with Sanas to implement its real-time accent translation technology to address this issue.

Sanas integrated its accent translation solution into Staysure's existing workflow, making Sri Lankan agents significantly easier for UK customers to understand. The results from the pilot showed a 3x increase in positive communication mentions and an improvement in CSAT scores. Most notably, customer comments about not understanding accents stopped entirely. The success of the Sanas pilot helped clear underwriter reservations and allowed Staysure to scale its Sri Lankan operations.

Staysure Group