Case Study: UPS achieves better customer support metrics with Sanas

UPS and Sanas deliver a seamless customer experience

UPS, a global shipping and logistics company, faced communication challenges in its contact centers where agent accents disrupted customer interactions and impacted satisfaction and revenue. To overcome these accent-related barriers and improve clarity, UPS partnered with Sanas and implemented its AI-powered accent translation technology.

By using Sanas' solution to enable clearer conversations, UPS transformed its support agents into more effective communicators. This led to a significant measurable impact, including an 18% better first-contact resolution rate, a 17% improvement in customer loyalty, and a 22% reduction in average handle time.

UPS

Gaurav Tendulkar

Operations Director