In today’s world where AI is reshaping almost every industry, customer care is no exception. With AI, customer care services are transforming their ways. How? Let’s take a look:
Offers Real-Time Translation Engine
Customer services are incorporating Machine Translation Engines or MTEs. These machines are backed with AI-based technology that translates given text without any human intervention. This resolves the need for complex algorithms to understand and convert languages, reducing the time and error to streamline the process.
This is different from companies that are offering multilingual support by recruiting bilingual representatives. Services providers, such as Optimum, offer Spanish customer service through Optimum Servicio al cliente. However, here’s how an MTE can improve this process.
By working in real-time, an MTE assesses the content type, the use of languages during the process, and the end goal. Doing so lowers the time and effort needed from the representative in terms of translating a customer’s query.
This AI tool also learns from the provided content it interacts with, ensuring improvement in assessment and translation consistently. Moreover, it helps deal with complex customer queries where language barriers exist.
Improve Customer Dealing Efficiency
Organizational workflows can be hard to edit and adapt once they’re launched for any process. This is harder when such changes are required in real-time for customer care processes. However, AI can help streamline workflow management without breaking a sweat.
With AI, organizations, especially the ones offering multilingual support, can integrate changes whenever they want without amending the current processes. These changes can be in the form of a plugin that can easily be connected with the running Customer Relationship Management(CRM) application of an organization.
In addition, AI streamlines the integration process, finding the best possible means of ensuring that any required system changes are integrated successfully with the running CRM. In other words, it reduces the time and perhaps integrational hurdles by manifolds.
Moreover, agents can easily work in real time and get hands-on experience with AI-guided resources.
Lower Operational Costs
We come back to why using AI is so important for multilingual customer care, and one striking reason is the reduction in operational costs. With AI, companies can manage workflows better, amend operations, and enhance omnichannel communication without much trouble.
AI also helps reduce the overall handling time by identifying the queries before they even reach the agents. Doing so helps the AI-integrated system to route the queries to the right agent without generating tickets on a single agent’s dashboard.
While this happens, the MTE is already assisting the agents and providing them with real-time translated data that they can use to resolve the pertaining query. All this reduces the need to install multiple tools and resources since everything can be handled with one AI-based tool.
Ensure Consistent Cross Content Brand Voice
While translating content accurately is a hassle, it’s even more crucial for companies to maintain their brand’s voice. This includes the brand terminology, tone of voice, branding style, and other related elements.
Why is keeping the brand voice consistent so important? Because customers tend to connect with such companies that keep a genuine connection with them while remaining consistent in what they represent and offer.
Here, the use of MTE is quite useful. Without human intervention, it can easily generate translated content that can help keep the brand voice consistent through all processes. It can help align the brand’s voice with the company goals as well as what the customers are expecting.
However, like all AI machines and tools, the MTE also needs training. This is done by generating a glossary of branding voices and terms that need translation. This glossary can help train the tool and generate a brand voice that remains consistent with the company’s values and goals.
But even a generic translation tool can do this, right? With an MTE, the tool can help translate the company’s voice, including jargon, slang, acronyms, etc. without errors!
Help Multilingual Support Reach Full Potential
With so many tools and their integrations, it can be hard for companies to come up with the right one-for-all solution. There are plugin issues, and then there are tools that don’t support third-party apps or tools. Either way, all resources can’t be handled effectively, or can they be?
With AI multilingual support tools, companies can easily integrate translation machines, interfaces, databases of terminology, and more with their existing systems. How?
Such tools allow predicting customer behavior, based on the data, enabling the company to prepare beforehand for entertaining their customers. One example is the e-commerce industry, where a store has to tackle global queries that require multilingual support. AI can assess the trend and report what’s required in no time.
In addition, with AI support tools, customer services can deal with tickets more smoothly. Using MTEs, the representatives can tackle problems effectively that would take more time using a random translation tool. In other words, companies can get efficiency, reduced ticket backlog, and higher customer satisfaction rates.
With such benefits, AI tools can also reform customer experiences with sentiment analysis. Analyzing the customers’ feedback, even from different languages, can help the representatives understand their concerns better, and offer improvised solutions.
All in all, AI is surely allowing multilingual customer services to take their game to the next level. With companies focusing on AI-driven solutions, it’s only a matter of time before customer interactions become highly focused on responsiveness, cultural acceptance, and respectful communication in all processes.
