Pioneering the Future of Multilingual Customer Service with Smart Translations

At Local Measure, we speak fluent customer, so we're committed to empowering organizations to deliver proactive and intuitive customer experiences. We're excited to announce a breakthrough in contact center technology: Smart Translations, the revolutionary new Generative AI-powered feature that’s redefining multilingual customer support. But this isn’t just another feature—it fundamentally transforms how contact centers can deliver seamless, multilingual support at scale.

The Hidden Challenges of Multi-lingual Support

Global businesses face the ongoing challenge of providing help to customers worldwide, spanning sales, service, and support. Traditionally, companies have had to invest heavily in hiring multilingual agents or outsourcing to cheaper labor markets, often resulting in increased costs and operational inefficiencies. But for customers, all too often the level of service delivered by contact center agents that are not entirely fluent in the customer’s language, tarnishes the experience. International businesses that fail to provide adequate multilingual customer support risk losing out on the 75% of customers who are more likely to repurchase from a brand if the after-sales care is in their native language.

Introducing Smart Translations in Engage by Local Measure

Smart Translations is the latest product in our range of Smart Tools, designed to boost agent productivity and create better customer service experiences. Using Amazon Bedrock, Smart Translations positions Local Measure at the forefront of Generative AI-driven customer service. It enables contact centers to offer real-time, contextually accurate, and natural translations across various languages and dialects. Smart Translations acts as a translation tool directly within our Engage platform. When entering a message-based interaction, it enables both the agent and customer to converse fluently in their preferred languages, translating between both languages seamlessly and without the need for external tools.

How Smart Translations Works

Using Generative AI, Smart Translations automatically detects the language of customer messages and translates them into the agent's set language. The agent can then click for their response to undergo the same process, translating seamlessly into the customer's language. Importantly, the agent will be able to see the original and translated messages within an ongoing contact. Additionally, the platform records both the original and translated messages in both languages for auditing purposes, providing transparency and accountability.

What are the Benefits of Using Smart Translations in your Contact Center?

This innovative solution is targeted at businesses of all sizes that need to support multiple languages but lack agents proficient in those languages. By streamlining communication, Smart Translations enhances the experience for both agents and customers, leading to increased satisfaction and loyalty.

Benefits for your Agents

Agents can communicate in their native language, regardless of the customer's language. Not only does this streamline interactions, reducing miscommunications, but it also greatly boosts agent productivity. No longer do agents need to manually translate conversations or utilize external tools, Smart Translations integrates this functionality into the Engage platform. 

Benefits for your Business

For contact centers that have traditionally faced high costs and inefficiencies in handling multiple languages, Smart Translations offers a revolutionary alternative. Now, contact centers can scale globally, providing real-time, accurate translations without the need for specialized agents. We also offer a BYO-AI model, enabling you to utilize your business' preferred LLM in tandem with Engage Smart Tools so your business can select an AI model that's the right fit.

Benefits for your Customer

Customers can now receive support in their preferred language, enhancing their overall experience. Frustrating miscommunications and errors that are all too common when dealing with contact centers, can be minimized and both agents and customers can focus on resolving issues.

Maintaining Accuracy and Mitigating Risks

While third-party translation services can offer significant benefits, there are inherent risks associated with accuracy. We recommend that customers consider adding disclaimers in their contact flows to manage expectations. However, Engage includes robust auditing features and quality assurance to track original and translated messages, mitigating potential risks.

In Summary

Smart Translations represents a significant milestone in our mission to empower businesses with innovative customer service solutions. By breaking down language barriers, we're enabling businesses to deliver exceptional experiences to customers worldwide while driving efficiency and cost savings. Smart Translations is not just a feature—it’s a transformative change that sets Local Measure apart as a true innovator in the contact center space.

We're excited to see the positive impact Smart Translations will have on our customers' operations and look forward to continuing to pioneer the future of customer service technology. Smart Translations serves as just one feature of what promises to be a game-changing suite of Generational Ai -powered Smart Tools for contact centers.