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Sydney, Australia – [Monday 2nd September 2024] – Local Measure, a pioneering leader in customer experience solutions and a global AWS Partner, proudly announces the launch of Smart Translations—the latest revolutionary feature integrated into its pre-built cloud contact center platform, Engage. This innovative tool, powered by Amazon Bedrock and Anthorpic’s Claude models, redefines multilingual customer service by enabling seamless, real-time communication across languages, breaking down barriers, and building better conversations between businesses and their customers.
Speak Fluent Customer: The Next Step in Exceptional Customer Experience
As businesses worldwide strive to meet the rising demand for multilingual support, Smart Translations emerges as a solution that not only meets but exceeds these needs. This Generative AI-powered tool offers contextually accurate, natural translations across various languages and dialects, ensuring customer interactions are culturally nuanced and emotionally resonant. By automating translations in real-time, Smart Translations empowers businesses to deliver exceptional customer service without additional language-specific hires, thus reducing costs and increasing operational efficiency.
“Our vision at Local Measure is a world where every customer experience is exceptional,” said Jonathan Barouch, CEO of Local Measure. “Smart Translations is a testament to this commitment, allowing businesses to connect with their customers on a deeper, more meaningful level, regardless of language. We’re not just enabling translation; we’re enhancing communication, ensuring that every customer feels understood and valued.”
Key Features and Benefits of Smart Translations:
- Real-Time, Automated Translations: Facilitates seamless communication between agents and customers, automatically detecting and translating text-based communication in real-time within the Engage platform. The solution has built-in quality assurance on the translations as well as displaying to the agent (and allowing the customer to store) both the original text and translated text.
- Cultural Sensitivity and Nuance: Powered by the Claude 3 Haiku model, Smart Translations captures the subtleties of language, including tone, context, and sentiment, ensuring that translations are not just accurate but also culturally appropriate.
- Operational Efficiency and Cost Savings: By reducing the need for multilingual agents and external translation tools, businesses can streamline their operations, cut costs, and focus on delivering high-quality customer service.
Transforming Multilingual Support in the Contact Center Industry
Smart Translations is not just another feature—it’s a transformative innovation that sets Local Measure apart as a true pioneer in the contact center space. Traditionally, providing multilingual support has been costly and inefficient, often requiring businesses to hire specialized agents or rely on static translation tools that fail to meet the dynamic demands of modern customer service. Smart Translations changes the conversation, offering a scalable, efficient, and accurate solution that allows contact centers to operate globally with confidence.
“This is a game-changing moment for the industry,” Barouch added. “Smart Translations fundamentally transforms how businesses staff their contact centers to deliver multilingual support, making it scalable, accurate, and truly effortless for the first time. It’s about offering a level of service that feels native to the customer, no matter where they are or what language they speak.”
Building on a Foundation of Innovation: GenAI-Powered Smart Tools
Smart Translations joins a robust lineup of GenAI-powered Smart Tools previously launched by Local Measure, including Smart Composer, Smart Notes, and Smart Tasks. These tools act as an agent co-pilot and are designed to optimize contact center workflows, reduce Average Handle Times (AHT), and improve Customer Satisfaction (CSAT) scores.
- Smart Composer: Refines agent communication, ensuring messages are accurate, professional, and effective.
- Smart Notes: Automates the summarization of contact interactions, reducing after-call work and enhancing agent productivity.
- Smart Tasks: Streamlines task completion by extracting and pre-filling necessary information from customer transcripts, improving accuracy and efficiency.
If these releases are anything to go by, with customers reporting a 24% decrease in After Call Work time, and a 33% decrease in AHT amongst others, Smart Translations will be a game-changer.
A New Era for Global Customer Service
With the launch of Smart Translations, Local Measure is not just advancing technology—it is reshaping the very fabric of customer service in a globalized world. This innovation represents a crucial shift towards more inclusive, efficient, and customer-focused service in an era where businesses must cater to diverse, multilingual audiences. By making language a bridge rather than a barrier, Local Measure empowers companies to forge deeper connections, foster greater loyalty, and deliver exceptional experiences.
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