Live and / or automated translation is still evolving for voice transactions . It is more appropriate for text conversations where the accuracy of the translation can be checked , but this will change as the technology evolves .

For example , there are now realistic Generative AI-driven voice bots that provide support in multiple languages . They can answer customer questions and interact with external databases and systems and are accessible via websites , mobile applications , multimedia totems , extended and virtual reality platforms , and more .

SO : Let ’ s look at the pros and cons of the options .

• In-house agents . They ensure quality but are costlier and harder to scale .

• Outsourcing . Effective for cost control , but quality may vary . Stringent hiring laws for non-residents may limit offshore outsourcing opportunities , increasing reliance on nearshore or onshore solutions .

• Automated translation . Scalable but limited in handling cultural nuances .

HS : Organizations can utilize AI-powered translations , live agents ( in-house or outsourced ), or hybrid solutions .

AI-powered translations are cost-effective , reducing reliance on hiring and retaining multilingual agents , and scalable . There is quick implementation , so translations can be deployed instantly to meet urgent compliance deadlines like in Bill 96 . AI translations are accurate and brand-aligned to make sure communication is consistent , as well as secure with zero data retention that protects customers ’ information .

AI solutions are best for tasks like product support , FAQs , and documentation , so live agents can take the reins to resolve complex or sensitive interactions .

WHAT ARE YOUR RECOMMENDATIONS TO OR- GANIZATIONS NEEDING TO SERVE THESE CUS- TOMERS ? WHAT IS THE BEST WAY TO DETERMINE HOW AND IN WHICH LANGUAGE TO SERVE THEM ?

RB : Companies must understand their customer base and staff accordingly when it comes to language preference . Like recognizing a person ’ s phone , email , or membership number , contact centers must also recognize an individual ’ s language preference .

From here , contact centers can determine how best to deploy these staff , whether they are localized or in another region , in-house , or outsourced .

They can create agent profiles and workflows that direct when agents are a match for particular inquiries based on language , phone , text , or email skillsets , seniority , availability , and other workforce management factors .

Most importantly , contact centers must be intimately familiar with the potential customers and their own agent language capabilities and adjust accordingly as market dynamics and customer needs shift .

SO : 1 . Understand demographics . Use analytics to identify customer language preferences .

2 . Layered support . Combine AI , live agents , and translation services for a balanced approach .

3 . Leverage ISO 17100-certified translators . Ensure accuracy and cultural relevance .

4 . Invest in training . Equip agents with language and cultural expertise .

Together these methods and solutions can reduce support resolution times and increase customer retention rates .

HS : Organizations should focus on solutions that balance quality , scalability , and compliance . To determine the best languages and channels for support , it ’ s important to analyze contact volume , customer demographics and specific regulatory requirements like Quebec ’ s Bill 96 .

While AI tools can effectively and efficiently translate FAQs , documentation , and live chat interactions , human agents can be reserved for complex or sensitive cases . Combining the two allows businesses to meet customer expectations , reduce costs , and provide accessible , consistent , and high-quality support .

Brendan Read is Editor of Contact Center Pipeline . He has been covering and working in customer service and sales and for contact center companies for most of his career . Brendan has edited and written for leading industry publications and has been an industry analyst . He also has authored and co-authored books on contact center design , customer support , and working from home . Brendan can be reached at brendan @ contactcenterpipeline . com .

10 CONTACT CENTER PIPELINE