To deliver exceptional service experiences in a global market, businesses must understand and speak the languages of their customers. Yet, many businesses avoid the expense and manual effort of localization by limiting their services to one or two major languages. With this, they don’t only miss out on international opportunities: In many domestic markets, millions of customers are not proficient in the local language. This bottleneck not only restricts business services and accessibility but also impacts customer satisfaction drastically.

At Cognigy, we have crafted an in-built machine translation feature that enables enterprises to open up conversations with potentially billions of people across the globe - without the need for costly translation services or additional support staff.

Let's take a closer look at how you can use machine translation to expand speech and text-based services to over 100 languages at a low cost and an ultra-short time-to-market.

Use cases

1. Localize existing content


The Cognigy.AI platform is designed to create multilingual virtual agents that speak to users in their native tongue. Machine translation is a powerful add-on to these native capabilities eliminating linguistic barriers and making the localization process swift, more effective, and cost-efficient. With a few clicks, business users can pre-translate content within the Flow and then go through and refine it, if needed.

The Cognigy.AI platform is designed to create multilingual virtual agents that speak to users in their native tongue. Machine translation is a powerful add-on to these native capabilities eliminating linguistic barriers and making the localization process swift, more effective, and cost-efficient. With a few clicks, business users can pre-translate content within the Flow and then go through and refine it, if needed.

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Not only does AI-assisted localization work with utterances by the bot, but it also works with Intents. By translating all example sentences and default replies, Intents can be localized with a single click of a button.

Picture2-1This approach towards localization gives enterprises complete control over content and tonality. It also allows them to swiftly roll out virtual agents in nearly every major language and scale up by activating one or more supported languages, eliminating the need to rebuild the agent each time they wish to expand their reach.

 

2. Real-time translation

Users are more inclined to interact with virtual agents that can communicate in their preferred language. However, there is no need to build an army of chatbots in every language. With Cognigy.AI, enterprises can offer services in 100+ languages by using real-time AI translation. The bi-directional, real-time translation can be activated for any voice- or text channel to build fully automated polyglot bots in a matter of seconds without any manual effort.

Our platform isn't simply restricted to a single pre-selected language; it also supports auto-detection and in-context switching capabilities. As a result, regardless of the language in which the user interacts, the virtual agent can simply detect it and converse in the same language, resulting in a seamless user experience.
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The picture depicts how the virtual agent auto-detects the user input is in Danish and thereafter interacts in the same language.

Furthermore, language settings can be triggered from the front-end, which means that if e.g. the visitor's browser language is Japanese, it may automatically set in that language or give users the option of continuing in English. Depending on how a virtual agent is configured, it can communicate with the user in the same language for just that session or for all subsequent sessions.

3. Live Agent Augmentation

Many contact centers support multiple countries, necessitating the provision of customer service in myriads of languages. It’s often challenging and costly to consistently staff contact centers with human agents equipped with different language proficiencies. During peak hours, callers often must wait on hold for an agent who can speak their language.

What if these businesses could adopt a system that acts as a real-time translator, allowing customers and agents to easily communicate in a variety of languages with ease? With such a system, a customer could text a support agent in their native language, such as German, and the support agent could use English, to read and respond to the customer’s messages. Cognigy.AI has created a technology that achieves just that with live Agent Augmentation!


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The picture depicts Agent UI, where the human agent can clearly see all original and translated messages.

Machine translation can be firmly entrenched in contact centers using Cognigy.AI to unify customers' and agents' languages. This enables agents, regardless of their language skills, to understand and respond to any consumer request in real-time. From a commercial standpoint, this means that businesses don't need an agent army to cover 100 or more languages and can instead focus on core markets with agents who speak 2-3 major languages.

Also, other live agent systems, such as Genesys, LivePerson, and RingCentral, are compatible with Cognigy.AI’s live agent augmentation capability. It can seamlessly integrate into these systems and equip human agents with linguistic superpowers, allowing them to interact with customers in real-time in any language.


Power customer-centric automation in a global environment

Cognigy.AI is crafted with multi-language in mind where the leading machine translation providers are integrated into the core of conversational AI orchestration. The built-in machine translation feature allows enterprises to provide better services, reach a wider audience, be more agile and minimize costs. Also, it streamlines contact centre operations by deeply embedding into their systems and acting as a real-time translator. Thereby, allowing any agent to interact in any customer language without any hassle.

 

Watch our Release Video to see Machine Translation in Action!

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