Today’s world is hyper-connected. People can connect with their near and dear ones anytime and from anywhere. The same applies to customers, who can connect to your agents from anywhere in the world at any time. These customers may belong to multiple countries and ethnic communities and seek support from your customer service in their local languages of a wide variety.
Such diversity brings both opportunities and challenges for contact centers to function globally. Companies may look for a broader market and hire more proficient agents in the specific local language. However, it may put an extra burden on their operational costs. It may increase AHT (Average Handle Time) during high call volumes; callers may need to wait for long hours when the agents transfer the call to a specific agent who speaks the native language.
What if agents get support from real-time translators who allow customers and agents to communicate in different languages? With such a system in place, agents can answer customers in any language, and customers can also freely ask their questions in their native language, whether it is French, Italian, etc. The real-time chat translation breaks down language barriers.
What is a Real-Time Chat Translator?
Real-time chat translators are the technology used to translate one language into another. They happen in real-time when an agent addresses a customer’s problems and allows smooth communication between two people who do not interact in the same language.
How it works?
Have you ever thought about how real-time chat translators make it possible for two people from different countries and language proficiency to communicate seamlessly? It seems like magic. But, it becomes possible due to the involvement of a lot of cool tech that works behind the scenes.
Let’s understand this behind-the-scenes technology known as real-time chat translators and how it functions.
Real-time chat translators provide adequate multilingual support for businesses. The software tool enables multi-language support, allowing agents to answer customers’ problems in their native language. It translates the native languages into the agent’s language and helps them solve customers’ problems. The customers get answers from the agents in their preferred language.
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It starts with detecting the language
The story begins with the customers’ messages. When customers send messages in their preferred or native language, the system figures out the language used. With the help of advanced AI models, the system can instantly recognize the language, whether Spanish or French, without any manual interference.
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The tool translates the message into the required language
The real work begins when the advanced AI algorithm steps in and translates the customers’ messages into the agent’s language. It is smart enough to understand the context, grammar, and even cultural nuances.
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Keeps the context of the message relevant
The most interesting thing is that the tool understands the interaction context and translates it accordingly. Is the customer asking about credit card-related problems? Tech Support? Or some financial fraud? The tool adjusts the language according to industry-specific terms and keeps the meaning accurate.
For example, if a customer says, “ I want to make a complaint,” the system won’t confuse it with “ I want to file a claim.”
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Instant reply to the message
Once the system translates the message, it is instantly sent to an agent who can send a reply to the customer in their language. The entire process takes place in the blink of an eye, making the conversation flow naturally and fast as both speak the same language. The translator works as a personal interpreter and keeps translating back and forth in real-time.
What makes it a game changer?
Every customer appreciates and genuinely wants to receive service in his native language. However, it becomes very costly for companies to hire agents from different companies with different language proficiency to serve their customers. It incurred high costs for businesses, particularly with the less common languages.
In this case, real-time chat translators act as rescuers for companies that have global contact centers by helping them overcome language challenges and providing cost-effective services.
Seamless communication
Customers want instant responses to their problems. They may speak any language and ask for resolutions. Real-time chat translators help customers connect with chatbots in their preferred language in real-time. Agents can answer customers’ problems in the customer’s native language without getting worried or taking too long.
Simply, it eliminates the language barriers and creates a more accessible customer service experience. These chat translators are backed up by artificial intelligence and NLP capabilities that help them understand cultural colloquialisms and nuances. Ultimately, it makes conversations feel more personalized and human-like, which improves overall customer satisfaction.
Provide Multiple Capabilities
With these real-time chat translators, businesses can expand their reach to the global market and serve the needs of their audience around the world. It can assist in addressing diverse customer bases without needing manual translation processes. Hence, time is saved and leads to consistency and accuracy in communication.
Embracing Global Connectivity
Businesses strive to reach diverse global markets for more customers and profits. When they get such systems in place, it allows organizations to tap into a broader customer base. Customers prefer to speak in their native language. When they get answers in the same language, they feel more connected and always come to the same service.
When businesses implement this tool, it translates content and centralizes interactions that help them eliminate language limitations and connect with customers through a platform they choose.
Support a Diverse Workforce
When these tools are implemented, not just customers but also the global workforce benefit from them. Contact centers functioning globally with employees from diverse linguistic backgrounds, providing tools that support multiple interaction channels and languages, can significantly improve team collaboration and communication. It improves productivity and reduces any sort of misunderstanding among teams.
Bring Cost Efficiency
Investing in the right tech saves you a lot of money by making your business operations more consolidated, consistent, and streamlined. We can understand it with a simple example. Suppose you have hired employees from a specific country to serve your customers or implemented some traditional translation methods, which will cost you too much.
Instead, automating the translation process in your contact center can reduce these costs as you don’t need to hire so many employees from specific countries. Your hired workforce can serve customers of different countries and languages with the tool and even handle higher volumes of customer inquiries that may require more staff hiring. With this, you can allocate your resources more strategically
Wrapping Up
Today, contact centers are no longer restricted to geographical limitations when providing exceptional customer service and improving their market reach. With the introduction and advancement of real-time chat translators, contact centers can break down language barriers and provide personalized support to customers worldwide.
By implementing this technology, contact centers can support diverse customer bases that can help them expand their reach without hiring a multilingual workforce. It is not just a technological convenience, but it turned out to be a game changer. Any contact center aiming to connect customers in their preferred languages and build strong relationships can use this tool in their system with the help of NovelVox.
