![]() This usually doesn’t prevent the customer from understanding the message, but providing the untranslated English version might help them gauge what the agent means based on context (if they understand some English).Īdditionally, if a particular word has been translated inaccurately given the context, the customer can use a dictionary to look up the English word and see other possible translations that would make sense (and vice versa for the agent). While these are increasingly accurate, they can sometimes translate too literally, meaning the translated version is not exactly how a native speaker would phrase the intended message. The main reason is to do with inaccuracies in translation.Īs we have mentioned, most multilingual live chats use machine translation, like Google Translate, to translate messages. However, showing the customer both versions can be beneficial. This might sound like a strange thing to do - why would the customer want to read the English version if they require support in a different language? It’s typical for a multilingual live chat to show agents the original and translated version of exchanged messages in real-time, but it's rare to show both versions to the customer. Can both parties see original & translated messages? ![]() This is the most advanced version offered by Google, and includes extra features such as batch translation and a glossary.Ī glossary can be particularly handy if there are words you don’t want to translate, such as your company’s name and the names of products.ĥ. This type of technology is constantly being improved and updated, so you want to get the best version to give you the best translation feature.įor example, Talkative multilingual live chat will soon be using Google Translate V3. ![]() The most important thing to consider is, if your chosen multilingual live chat uses a generic MT, ensure it uses the most advanced version offered by the provider. Some of the most commonly used are Google Translate and Microsoft Translator/Bing. MT is software that can translate content into a desired language without human input.Ī lot of multilingual live chats use generic MT systems and connect them to their own systems through an API. Most real-time live chat translators use machine translation (MT). Does it use the most advanced machine translation? Hold-ups in translation can result in slow response times, which is frustrating for customers and leads to high abandonment rates and low first-time resolution rates.ĭelays will also increase the time an agent spends on each interaction, making them less efficient by reducing the number of chats they can deal with per hour.įor a seamless experience for your customers and your employees, real-time translation is a must-have live chat feature.Ĥ. This process of copying and pasting individual messages into a translator and then copying them again into the chat window will seriously reduce the speed of the interaction.ĭelays like this are one of live chats’ biggest don'ts. ![]() If a multilingual live chat doesn't offer real-time translation, it means your customer support teams will be limited to translated canned responses or translating messages themselves with a translator. This means instant translation into English when an agent receives a message, and instant translation from English into the appropriate language when an agent sends a message to a customer. It's essential that your multilingual live chat can translate in real-time. Let's take a look at the key questions to ask when deciding on the best multilingual live chat for your business. It can transcribe many different formats, detecting the audio in MP3, WAV, M4A, MP4, MOV, AVI, and other file types, then translating the transcription into hundreds of different languages.How do you choose the best multilingual live chat?Īs chat translation grows more popular, there are an increasing number of multilingual chat solutions on the market. VEED! And it doesn’t just convert audio files into text. ![]()
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