Real-time translations and suggested responses enable human agents to provide the best customer service experience possible, by breaking down language barriers, thanks to generative AI.
Today at our WAVE conference, we are so excited to officially launch a new generation of personal AI agents, fully-powered by generative AI… but, it doesn’t stop there. As Steve Jobs famously said: “There’s one more thing.”
We’re also excited to officially announce the general availability of our generative AI solution for human agents. Parloa’s platform supports both sides of the contact center with the full power of genAI: customer service automation with personal AI agents, and AI assistance for human agents when they get on the line.
Customers in our pilot program have had tremendous success breaking down language barriers, in some cases reducing their Total Cost of Ownership (TCO) by up to 65%, by giving their call center agents the ability to speak to over 3.3 billion people around the globe with real-time translations and suggested responses.
What does this mean? Before, a customer in the Netherlands can best explain his dietary needs in his native tongue (Dutch), but settles for English to reach the next available cruise line agent. A customer in Japan needs to change her flight, so she uses English to ensure her problem is most clearly understood, instead of her preferred language, Japanese. With Parloa’s Real-Time Translation (RTT) platform for contact centers, a travel agent in Egypt can handle both requests seamlessly without having to know either local language.
Parloa’s Real-Time Translation for contact centers is an amazing boost for agents.
RTT translates conversations instantly, while the customer is still speaking, so they can respond more quickly. In contrast, most solutions today wait for end-of-speech detection, so agents need to wait a few more beats before they can prepare a response… leading to longer pauses, and less natural conversations.
Where Parloa’s RTT solution excels is through live translations specifically designed and optimized for voice-first customer support conversations. By providing translations in real time, while customers are speaking on the phone, they get the most natural customer experience possible. Just like with our AI agents, we want AI-assisted conversations to feel as easy as talking to a friend as well. Parloa is able to do this because we handle the orchestration of best-in-class AI models and services to offer a wide range of languages – as well as the highest possible voice and translation quality.
And it’s great for agents too: multimodal responses offer maximum flexibility. As callers are speaking, agents have the option to respond in their preferred method — whether that’s speaking, typing, copy/pasting, or choosing a suggested next best action powered by genAI.
To make it even easier to bring these capabilities into your contact center workflows, Parloa integrates right into existing CCaaS (Contact Center as a Service) vendors like Genesys — one of our world-class technology partners. Some customers have implemented this solution in under 10 weeks, fully integrated with their CCaaS systems.
This all results in 55 language combinations that are ready to go, covering over 3.3 billion people around the globe, to ensure that your best agent for the situation – whether it’s customer service on industry-specific – can provide the best support possible.
What true Real-Time Translation does for your contact center:
Real-Time Translation is a game-changer for your business operations and your NPS. Agents become empowered, and when customers can speak their preferred language, they feel truly heard. With RTT, you not only speak your customers’ language, but can hire for true customer service skills.
Conquer the challenges contact center staff currently face
Contact centers often struggle to manage peak call volumes, especially if calls must be distributed based on language proficiency, as opposed to agent availability. Turnover for agents is high, and the added necessity of native or niche language skills means certain regions only receive limited language support, or support from agents who do not fluently speak the language. Without fluent agents, customers become dissatisfied and calls cannot be resolved smoothly – hurting your brand and your bottom line.
Expand with Ease
Targeting new markets? RTT helps boost international growth that was previously cost prohibitive by efficiently localizing customer service, removing the need for locally staffed customer support as a limiting factor.
Multi-lingual enterprises currently face challenges like:
- Struggling to manage peak call volumes
- Under-utilization of low-volume language professionals
- Constant need to acquire and retain talent
- Impaired customer service experience
- Costly customer support localization
Enable your best employees, wherever they are
With Real-Time Translations and suggested responses all powered by genAI, agents can be hired for their customer service and industry skills — and automatically support customers in multiple languages. Companies no longer have to search for agents with niche language skills or the ability to independently provide support in two or three languages.
No other AI solution for live voice translation offers the speed or precision of Parloa’s Real-Time Translation (RTT) solution.
Real-Time Translation:
- Addresses gaps in agent language coverage
- Enables language coverage for contact centers of any size
- Maximizes use of existing staff
- Streamlines customer service quality
- Eliminates language as market-entry barrier
What will it take for brands to lead in this new era? A team of personal AI agents who can connect with every customer, in any language, at any time of day. If businesses have millions of customers, they should be ready to have millions of unique conversations – beyond the bounds of scripted flows.
