Language I/0 Launches Market’s Most Comprehensive Multilingual Support Tool
November 15, 2016
Language I/O will soon release Language I/O® Chat, a chat translator for both Oracle Service Cloud and Salesforce Service Cloud. The release of Language I/O® Chat makes Language I/O the provider of the industry’s most comprehensive multilingual support product suite.
Language I/O® Chat, a Language I/O product, enables English or monolingual support agents to provide chat support to customers in any language inside the customer relationship management (CRM) system they currently work within.
“With the release of Language I/O® Chat, we now enable companies to provide customer support in any language over ANY channel,” said Kaarina Kvaavik, co-founder of Language I/O. “Our customers are already seeing tremendous cost reductions by using our existing products.”
The Language I/O® product suite also provides companies with outstanding article translations and ticket/email responses.
“Language I/O® Chat completes the omni-channel translation need and gives our customers an affordable solution so they can provide multilingual customer support whenever and however their customers need it,” Kvaavik said.
The integration plugs the agents into any number of machine translation engines that provide instantaneous translations for hundreds of languages. It can also learn company specific terminology so if you are in the online travel booking business, our engine will properly translate the phrase “flight leg” to mean “segment of travel” in whatever language the customer engages the agent. An untrained machine translation might translate “flight leg” to mean “human body appendage that takes flight.”
“As most senior-level customer service professionals know, these translation mishaps not only frustrate customers, they turn them away from a company’s product,” said Language I/O Co-Founder Heather Morgan Shoemaker. “By adding yet one more element to our product suite, we can help ensure that your customers get the service they want in any language.”
As most businesses know, chat and live messaging are top among customer service trends in 2017. Chat meets your customers where they are, it's instantaneous and it's personal. But how do global companies manage the strain live chat places on their limited multilingual agents? How do companies new to globalization hire multilingual agents and get them ramped up so they know the company's product well enough to provide live chat support? Through our new, easy-to-use chat translation product.
Here’s how it works both within Oracle Service Cloud and Salesforce Service Cloud CMS integration.
Oracle Service Cloud
In Oracle Service Cloud, the chat session begins as usual, the agent clicks over to the Language I/O® Chat tab in their Communications Console to see the incoming questions immediately translated into his or her own language. When the agent hits "send" it not only sends his or her response to the customer, it also translates it into the customer's language. The agent can always see the threads in both languages. The customer only sees threads in his or her own language.
Salesforce Service Cloud
Similarly, in Salesforce the agent accepts a chat request as he or she normally would. In their Live Chat view, a Language I/O window will appear on the right where incoming questions are automatically translated into the agent's language. The agent's response is automatically translated back into the customer's language when the agent hits "translate and send." The agent can always see the threads in both languages. The customer only sees threads in his or her own language.
We cannot wait to release this product and are working with clients now to integrate it into their CRMs. Interested in hearing more? Contact us for a free demo here!