One Platform for All BPOs: SoFi's Approach to Speech AI
Owning the Technology Behind Every Member Conversation
SoFi runs a complex contact center operation across multiple BPO partners, with offshore teams in the Philippines and India alongside domestic teams in the United States. Rather than letting each BPO bring its own technology, SoFi deployed Sanas as a single speech AI platform it owns and governs.
The Challenge
Across member services, collections, and banking support, inconsistent voice quality was creating friction in conversations where trust and clarity are essential. Member feedback made the issue easy to spot: teams tracked comments like "I can't hear you," "can you repeat that," and requests to speak with someone in the U.S. In collections, those moments could affect whether a member stayed engaged long enough to discuss payment options or make a promise to pay.
The issue wasn't limited to offshore teams: as domestic agents returned to open-plan floors, background noise became a growing concern there too.
And addressing it raised a bigger question. SoFi's BPO partners were evaluating their own speech technologies, risking a patchwork of different tools, versions, and deployment models. SoFi wanted the technology shaping member conversations to remain under its own control.
Why SoFi Chose Sanas
Sanas's voice processing runs locally on the agent endpoint — no external cloud routing, no deep telephony integration — helping SoFi clear architecture, cybersecurity, AI governance, vendor risk, and endpoint reviews without new concerns around audio handling.
One platform covered both sides of the problem: accent translation for offshore agents and noise cancellation for domestic teams. Agents didn't have to change how they worked or remember to turn anything on.
Direct ownership gave SoFi control over software versions, license portability, and deployment as BPO relationships change — with Sanas providing hands-on implementation and enterprise customer success rather than leaving each partner to manage the technology independently.
The Results
A controlled pilot across collections and member experience teams showed improvements in CSAT, first call resolution, conversion, and promise-to-pay against the pre-Sanas baseline. Just as important, the technology earned internal confidence.
Offshore teams reduced communication friction. Domestic teams limited open-floor background noise. And SoFi managed both through one platform.
"I don't think there's a world where we go back."Operations Strategy Lead, SoFi
More Than Clearer Calls
The model gives SoFi flexibility as its operation evolves: licenses move as BPO partners change, new teams come onto the same platform, and voice quality doesn't depend on the technology choices of individual vendors.
For SoFi, the result is bigger than a clearer call. It's a speech AI standard the company can own, govern, and scale across every partner representing its brand.
