{"id":75554,"date":"2025-11-12T09:34:26","date_gmt":"2025-11-12T09:34:26","guid":{"rendered":"https:\/\/www.cxtoday.com\/?p=75554"},"modified":"2025-11-10T16:04:04","modified_gmt":"2025-11-10T16:04:04","slug":"why-voice-understanding-is-the-missing-link-in-enterprise-ai-cx-sanas-cs-0012","status":"publish","type":"post","link":"https:\/\/www.cxtoday.com\/contact-center\/why-voice-understanding-is-the-missing-link-in-enterprise-ai-cx-sanas-cs-0012\/","title":{"rendered":"Why Voice Understanding is the Missing Link in Enterprise AI CX"},"content":{"rendered":"<p><span data-contrast=\"auto\">Enterprises are racing to embed AI across their customer experience operations.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">Yet, despite the hype, many rollouts stumble on a fundamental problem: machines simply don\u2019t understand human voice as well as they should.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">Accents, background noise, and speech variability often trip up AI systems, leading to frustrated customers, escalated calls, and diminished trust<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">As <\/span><b><span data-contrast=\"auto\">Sharath Narayana<\/span><\/b><span data-contrast=\"auto\">, <\/span><b><span data-contrast=\"auto\">Co-Founder of Sanas<\/span><\/b><span data-contrast=\"auto\">, puts it:<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><strong>\u201cNinety-five percent of AI projects have failed. People are very quick to jump to the conclusion that this will completely change everything \u2013 and then after six months, say, ok, this doesn\u2019t work.\u201d\u00a0<\/strong><\/p>\n<p><span data-contrast=\"auto\">It\u2019s a sobering reminder that automation alone doesn\u2019t guarantee better CX. Customers don\u2019t just want speed; they want to be heard and understood.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<h2><b><span data-contrast=\"auto\">Old Systems, New Pressures<\/span><\/b><span data-ccp-props=\"{}\">\u00a0<\/span><\/h2>\n<p><span data-contrast=\"auto\">Sharath argues that much of the challenge comes from trying to retrofit AI onto enterprise systems built decades ago.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">\u201cThink about the Fortune 500,\u201d he says.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<blockquote><p><span data-contrast=\"auto\">\u201cThese companies have existed for a long time. Some of their CRM systems were built on mainframes. Nobody knows what code was written or who even wrote it. You can\u2019t change those overnight.\u201d\u00a0<\/span><\/p><\/blockquote>\n<p><span data-contrast=\"auto\">While the boardroom pressure to \u201cshow impact with AI\u201d is intense, enterprises are realising that the biggest bets carry too much risk. Instead, they\u2019re seeking low-lift, high-impact solutions that deliver visible results quickly.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">That\u2019s where Sanas is finding traction.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<h2><b><span data-contrast=\"auto\">From Empowering Humans to Supporting AI<\/span><\/b><span data-ccp-props=\"{}\">\u00a0<\/span><\/h2>\n<p><span data-contrast=\"auto\">Sanas first made its name helping human agents communicate more clearly.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">By smoothing out accents and eliminating noise, the technology opened the door for thousands of new CX workers across India and the Philippines.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">\u201cWe\u2019ve helped so many agents land jobs they would have never cleared without Sanas,\u201d says Sharath.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">\u201cWhen you lift one person out of poverty, you lift an entire family. That\u2019s when you feel you\u2019re building AI for good.\u201d<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">But recently, demand has grown for Sanas to support AI agents too.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">\u201cAll these automation stacks were built to serve humans,\u201d Sharath explains.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<blockquote><p><span data-contrast=\"auto\">\u201cWe asked ourselves, \u2018If we\u2019re eliminating misunderstanding between two people, why not also between an AI agent and a human?\u2019 That\u2019s where we decided to build our SDK.\u201d\u00a0<\/span><\/p><\/blockquote>\n<h2><b><span data-contrast=\"auto\">Real-World Impact<\/span><\/b><span data-ccp-props=\"{}\">\u00a0<\/span><\/h2>\n<p><span data-contrast=\"auto\">The SDK is already finding powerful use cases:<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<ul>\n<li><b><span data-contrast=\"auto\">Transcription Accuracy<\/span><\/b><span data-contrast=\"auto\">: \u201cOne of the largest transcription companies is using us to improve ASR accuracy by double digits,\u201d Sharath says.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/li>\n<li><b><span data-contrast=\"auto\">AI Call Handling<\/span><\/b><span data-contrast=\"auto\">: A global agentic company has seen abandonment rates drop by more than 30 points, thanks to better \u201cturn-taking\u201d (knowing when to pause or speak).<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/li>\n<li><b><span data-contrast=\"auto\">Telecom Synthetic Call Detection<\/span><\/b><span data-contrast=\"auto\">: A major telco is testing Sanas to spot synthetic calls, abuse, and fraud, which previously cost them millions to carry despite abandonment rates of 98 percent.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/li>\n<\/ul>\n<p><span data-contrast=\"auto\">These aren\u2019t minor efficiency gains; they translate into smoother customer interactions and stronger enterprise outcomes.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<h2><b><span data-contrast=\"auto\">Why Voice Understanding Matters<\/span><\/b><span data-ccp-props=\"{}\">\u00a0<\/span><\/h2>\n<p><span data-contrast=\"auto\">For Sharath, the key is empathy. Customers want authenticity, not robotic uniformity.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">\u201cA lot of companies asked us early on, can you make everybody sound like Sheila from Texas? Our answer was no,\u201d he says.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<blockquote><p><span data-contrast=\"auto\">\u201cWe always make a human sound like themselves. Because when there is a realness in the way you speak, that\u2019s when empathy comes in. That\u2019s where trust comes in.\u201d\u00a0<\/span><\/p><\/blockquote>\n<p><span data-contrast=\"auto\">This philosophy is also shaping Sanas\u2019 new language translation tools, designed to ensure speakers always \u201csound like themselves\u201d even when communicating in another tongue.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<h2><b><span data-contrast=\"auto\">A Balanced Future<\/span><\/b><span data-ccp-props=\"{}\">\u00a0<\/span><\/h2>\n<p><span data-contrast=\"auto\">Looking ahead, Sharath sees a balanced role for human and AI agents.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">Short calls under two minutes may be automated, but for longer or sensitive conversations, the human touch remains indispensable.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">He is firm in his assertion that there will always be a human in the loop, highlighting the fact that \u201cAI agents are not free,\u201d and suggesting that the cost of compute, storage, and scaling is often equal to or higher than outsourcing.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">That makes technologies like Sanas even more critical, as they ensure that both humans and AI can interact in ways that are clear, authentic, and trusted.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<h2><b><span data-contrast=\"auto\">Building Trust in AI CX<\/span><\/b><span data-ccp-props=\"{}\">\u00a0<\/span><\/h2>\n<p><span data-contrast=\"auto\">Enterprises may not be able to rewrite their legacy systems overnight, but they can still take steps to improve the experience for customers today.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">Voice understanding is fast emerging as the missing link, bridging the gap between automation and empathy.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">And with its SDK now in the hands of some of the world\u2019s largest companies, Sanas is positioning itself as a leader in building that bridge.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">\u201cWith a bot that can relate to and empathize with the human better, maybe that world might change,\u201d Sharath reflects.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">For enterprises under pressure to show AI impact without sacrificing customer trust, it\u2019s a future that can\u2019t come soon enough.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<hr \/>\n<p><i><span data-contrast=\"auto\">You can find out more about Sanas\u2019 accent translation technology by <\/span><\/i><a href=\"https:\/\/www.cxtoday.com\/contact-center\/can-you-understand-me-now-how-enterprises-are-implementing-accent-translation-with-sanas\/\"><i><span data-contrast=\"none\">reading this article today<\/span><\/i><\/a><i><span data-contrast=\"auto\">.\u00a0<\/span><\/i><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><i><span data-contrast=\"auto\">You can also discover the company\u2019s full suite of services and solutions by <\/span><\/i><a href=\"https:\/\/www.sanas.ai\/\"><i><span data-contrast=\"none\">visiting the website<\/span><\/i><\/a><i><span data-contrast=\"auto\">.\u00a0<\/span><\/i><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Enterprises are racing to embed AI across their customer experience operations.\u00a0 Yet, despite the hype, many rollouts stumble on a fundamental problem: machines simply don\u2019t understand human voice as well as they should.\u00a0 Accents, background noise, and speech variability often trip up AI systems, leading to frustrated customers, escalated calls, and diminished trust\u00a0 As Sharath [&hellip;]<\/p>\n","protected":false},"author":4983,"featured_media":75558,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"inline_featured_image":false,"footnotes":""},"categories":[11850],"class_list":["post-75554","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-contact-center","tag-agentic-ai","tag-ai-agent","tag-ai-agents","tag-artificial-intelligence","tag-conversational-ai","tag-enterprise","tag-sentiment-analysis","brands_to_track-sanas","editorial_type-interview","intent-discovery","target_audience-enterprise-buyer"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v25.3.1 (Yoast SEO v25.3.1) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Why Voice Understanding is the Missing Link in Enterprise AI CX - CX Today<\/title>\n<meta name=\"description\" content=\"CX Today covers Contact Center &amp; 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