02 June 2023

Customer service live chat translation.

An image showing icons representing communication

Language is the final barrier left in completely effortless global communication. We have conquered time and space with messages, audio or video being delivered across the globe nearly instantaneously. There are two solutions to this, the first is knowing a foreign language. This effectively makes language a non-issue but it takes years to actually learn a language. The second solution is using translation. The problem with this is that traditional translation methods are slow, create a pause in communication, and are often inaccurate. Or, at least, they were. 

Introducing Automated Translation.

All of the problems mentioned above get amplified many times over when put in the context of customer service. On one hand, you have a highly emotional person who wants a quick and easy solution to their problem, and on the other, you could have an agent at the end of a long, and hard shift. Quick and easy understanding is essential in this case.

That’s why we have created Automated Translation.  It is an AI-powered, live chat translation tool for both voice and text which can be implemented on any platform you use. It eliminates the need for having your agents learn languages because it quickly and incredibly accurately translates from one language to another.

How does it work?

Basically, you push the button and we do the rest. Because we’re talking about live chat translation, the incoming message is automatically translated into the language of your choice. One of the amazing things about Automated Translation is that it translates situationally and not literally. Recognizing phrases and idioms. Making it the most accurate and natural live chat translation tool on the market.  

But how does that look in practice?

Example via chat.

On one side we have a customer from Germany and on the other an English-speaking agent. The customer wants information about the status of the refund for her flight. 

An animation of the translation process via chat

She sends messages in German, it gets intercepted by Automated Translation and presented to the agent in a language they understand. The agent then types up the answer in their language, clicks the ‘magic’ button and that message gets translated into German for the customer.

Example via voice. 

The voice translation works in pretty much the same way with the added convenience of having a synthetic voice reading it out in the target language.

In this case, the customer rings the customer support number. After they get through, a pre-recorded message informs them that they will be talking to a live agent through a live chat translation service. This has the added benefit of making the customer more cooperative because they know that their tone is less important, making them less likely to let emotions play a part in the conversation.

In this example, we have a customer who speaks Tagalog trying to get their phone bill delivered to them via email instead of regular mail. 

The customer speaks as usual, giving their query in Tagalog. Our tool translates the voice into text for the agent giving them a translation and transcription of the conversation so they don’t have to keep asking the customer for certain details. 

An animation of the translation process via voice

The customer will then receive a mix of automated and translated messages. For example, our live chat translation tool will automatically send out messages like “Okay, one moment please.” so that the agent is free to work giving them more time. After that they speak and the tool translates what they said into Tagalog and responds to the customer in a synthesized voice. 

In conclusion.

Live chat translation is going to turn from a feature to a necessity pretty soon. The addition of countries to the international market creates a need that chat translators look to fulfill. The benefits are more than just pure translation, they allow agents to switch from language to language, they get more time to do actual work on queries instead of responding, they don’t have to remember or repeatedly ask for certain information in voice calls because of live transcription, etc. If you want to take your first step towards the future of live chat translation, why not contact us?