Making Every Conversation Easier to Understand

A leading U.S. home services platform has partnered with IntouchCX since 2020 across voice, text, and back-office support, relying on agents based in India to power its customer experience. As the partnership grew, the brand saw an opportunity to bring even greater clarity to those conversations, bridging accent and dialectal gaps by matching agents’ accents more closely to customers’ native ones. Sharper clarity stood to lift CSAT scores toward the client’s target benchmark and strengthen the experience customers were already receiving.

The opportunity called for more than traditional coaching. IntouchCX needed a way to sharpen clarity during live conversations without disrupting their natural flow, all while preserving the cost and scalability advantages of its global support model.

Improving Clarity in the Moment with Mosaic Languages

IntouchCX introduced Mosaic Languages, its AI-powered translation and multilingual customer support solution that provides real-time communication, agent assistance, and global coverage in over 100 languages, incorporating Krisp, a real-time accent harmonization technology to make conversations easier for customers to understand. The solution was integrated into the team’s voice operations, addressing the communication friction as calls happened.

The approach focused on three areas:

• Real-time speech clarity. Mosaic Languages harmonized accent differences during live voice interactions, helping customers understand agents more easily.
• A more fluent agent experience. Agents shifted their full attention to listening, solving problems, and building genuine connections with customers.
• Integration into existing operations. The technology supported the current delivery model without requiring the client to move conversations onshore or redesign its voice operation.

This allowed IntouchCX to address the source of customer friction while supporting the people already delivering the experience.

Clearer Conversations Improved More Than CSAT

Following implementation, the program moved back above the client’s acceptable CSAT threshold. The operational measures improved as well, showing that greater clarity could support both the customer experience and agent performance.

• +3% CSAT, bringing the program back above the client’s acceptable threshold.
• 20% AHT improvement, supporting more efficient customer conversations.
• 10% QA improvement, strengthening interaction quality alongside efficiency.

The performance also built confidence in the region’s operations. Following the results, the client awarded IntouchCX another pilot class for one of its voice lines of business in India.

Turning Communication Clarity Into a Path for Scale

The program proved that accent-related friction is a solvable problem, one that technology can address while preserving the strength and diversity of a global workforce. 

For CX leaders, that creates a larger opportunity. Mosaic Languages can help organizations think differently about where voice support can be delivered, giving them greater flexibility to access global talent while maintaining the clarity customers expect from every conversation.

IntouchCX brings together embedded teams, AI-enabled technology, and operational expertise to strengthen every customer conversation and help global brands scale customer experiences while preserving human connection. 

See how Mosaic Languages helps global teams sound closer to the people they serve.