What are the best AI translation practices for customer interactions?

1 Why use AI translation?

AI translation can help you overcome language barriers and provide better service to your customers, enabling you to reach more customers in different markets and regions. It can also reduce the costs and time associated with hiring and training multilingual agents, or outsourcing translation services, while enhancing the quality and accuracy of your translations. Moreover, AI translation can increase the efficiency and productivity of your agents, reducing their stress and frustration. Finally, it can boost the confidence and trust of your customers, making them feel valued and respected.

2 How to choose an AI translation solution?

When selecting an AI translation solution for your call center, there are several factors to consider. To begin with, you should assess the languages and dialects you need to support, along with the availability and quality of the translation models. Additionally, you should evaluate the features and functionalities of the solution, such as voice recognition, text-to-speech, sentiment analysis, context awareness, and feedback mechanisms. It is also important to check the integration and compatibility of the solution with your existing call center software and hardware. Furthermore, you should look into the security and privacy of the solution and how it handles customer data and conversations. Lastly, you should consider the cost and scalability of the solution in relation to your budget and business goals.

3 How to train your agents to use AI translation?

Training your agents to use AI translation can be a new and challenging experience, so it's essential to provide them with the right guidance and support. Explain the benefits and limitations of AI translation to set realistic expectations, and offer clear and simple instructions on how to use the AI translation solution with demonstrations and practice sessions. Agents should also be taught how to speak clearly and slowly, use simple language, avoid slang and idioms, and repeat or rephrase important information. Additionally, encourage agents to listen actively and attentively, check for understanding and confirmation, and ask for feedback and clarification. Finally, provide regular coaching and feedback to agents while monitoring their performance and satisfaction.

4 How to measure the impact of AI translation?

To accurately assess the effectiveness and value of AI translation, you should measure its impact on your call center metrics and outcomes. Customer satisfaction (CSAT) can be used to gauge how satisfied customers are with the quality and speed of your service, and how likely they are to recommend you to others. Net promoter score (NPS) can help you understand how loyal customers are to your brand, and how willing they are to refer you to their friends and family. First call resolution (FCR) is a good indicator of how often you resolve customer issues on the first contact, and how much you reduce the need for follow-up calls or transfers. Average handle time (AHT) measures how long you spend on each call, and how much you save on time and resources. Lastly, agent satisfaction (ASAT) is important for understanding how happy agents are with their work environment, tools, and support, as well as for improving their skills and confidence.

5 How to improve your AI translation practices?

AI translation is an ongoing process that requires constant improvement and optimization. To ensure success, you should stay up to date with the latest trends and developments in AI translation, collect and analyze data and feedback from customers and agents, test and experiment with different settings and features, involve customers and agents in the improvement process, and celebrate successes. Doing so will help you identify areas of improvement, measure the impact of your AI translation solution on metrics and outcomes, solicit suggestions and opinions from customers and agents, and reward them for their participation.

6 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?