Solar financing provider slashes handle time and escalations through AI-augmented voice support
The goal
To reduce communication friction in a live voice operation without replacing skilled agents, adding retraining overhead or compromising homeowner experience.
The outcome
77%
reduction in client escalations
52 sec
AHT reduction
23 pts
speech clarity QA improvement
The challenge: Bridging the gap between language proficiency and real-world call clarity
A customer-focused solar financing provider was experiencing persistent communication friction across its voice-based homeowner support operation, delivered from Costa Rica to the U.S. market in English.
Despite agents meeting formal English proficiency standards, accent-related clarity gaps and language or cultural barriers were leading to repeated explanations, inconsistent experiences and elevated escalations. The issue was a disconnect between test-based proficiency and real-world call clarity in a highly regulated, trust-dependent sector.
The client needed a solution that would improve communication quality at scale without resorting to large-scale agent replacement or extensive retraining programs — without putting homeowner satisfaction at risk.
The solution: AI tools embedded where agents needed them the most
Service delivered from Costa Rica to the U.S. market
Industry
Banking & financial services
Channel
Voice
Language
English
Working closely with the client, Foundever adopted a human-centric communication enhancement approach centered on deploying Sanas accent neutralization — treating technology as an amplifier of agent strengths rather than a substitute for them.
Sanas was integrated directly into existing agent workflows across three implementation pillars:
- Accent & pacing refinement: Sanas was implemented on the voice program to smooth accent and pacing patterns while preserving each agent’s individual voice and personality, enhancing clarity without erasing identity.
- Workflow integration: The solution was embedded into existing agent workflows to improve communication quality without large-scale agent replacement or extensive retraining programs.
- Consistency at scale: Sanas was applied consistently across all customer interactions to harmonize perceived clarity and reduce variability in how homeowners experience agent communication.
Results
77%
reduction in client escalations
52 sec
AHT reduction
23 pts
speech clarity QA improvement
“Sanas is a fantastic tool for improving communication with both our customer base and internal teams. It evens out pronounced accents without sounding robotic — reducing customer friction while still letting the agent’s natural voice, tone and humanity shine through. Not only does it improve the customer experience, it’s also a huge help for our internal auditing.”
— Sr. Credit Analyst, Solar Financing Provider
Better tools, same great agents — a sharper experience for every homeowner, and a stronger operation for the client.
- Client escalations decreased by 77%, indicating smoother homeowner interactions, fewer high-friction issues and more consistent resolution at the frontline level.
- Average handle time (AHT) was reduced by 52 seconds, boosting contact center efficiency and throughput by eliminating communication friction and the need for repeated explanations.
- Speech clarity QA scores improved by 23 points — with one pilot agent rising from 40% to 100% effectiveness — evidencing substantial gains in communication quality and individual performance.
Across every measured front, the program delivered — proving that the right intervention, deployed at the right moment in the agent workflow, can transform both the quality of customer conversations and the efficiency of the operation supporting them.