When technology fails, frustration rises fast. A frozen screen, dropped call, or device glitch can instantly turn customer engagement into exasperation. In tech and communications, where break-fix support is everything, every second counts.
Yet even the best support teams hit a major obstacle: language barriers. Many tech and telecom brands still struggle to offer multilingual support around the clock, especially during off-peak hours or volume surges. Those gaps can turn simple fixes into drawn-out frustrations.
But AI-powered, real-time voice translation is changing the game, breaking down communication barriers by enabling customers and associates to converse easily.
There’s no denying the need for multilingual support: 75% of consumers globally say they’re more likely to buy from the same brand again if customer care is in their preferred language. Native-language CX also is tied to improved CSAT, shorter handle times, and better associate experience. When customers and associates can understand each other easily, resolutions speed up and frustrations lessen.
Break through geographic barriers
Traditionally, brands have had to choose their support teams’ location based on the language. It’s a time-consuming and expensive approach that forces companies to forego preferred geographies simply because they need to satisfy language requirements. And it’s especially tough for tech and communications companies that serve a global customer base.
But AI-powered translation tools are rapidly opening up the world. AI can instantly translate dialogue between customers and associates, no matter where in the world they’re located, which means brands suddenly can deliver exceptional CX from anywhere across the globe.
With real-time translation tools, like TTEC’s award-winning ADDI, brands can tap into the cost savings and other benefits of emerging CX hubs like Philippines, Colombia, Egypt, and South Africa. When language requirements no longer drive decisions about contact center locations, you can choose geographies that expand your talent pool of highly skilled associates.
Better CX at a lower cost
Saving money in the contact center is on everyone’s to-do list, but it can’t come at the expense of CX. Especially when it comes to break-fix interactions, brands need to make sure support is clear and easy. With real-time voice translation, you can uncover savings without sacrificing customer experience along the way.
Translation tools let brands hire from lower-cost talent pools like India without worrying that language and accent barriers will hinder CX. They also eliminate the need for costly external translators.
All the money saved on third-party translation services and other labor costs can be invested in other parts of the business.
Make interactions better, faster
Translation tools are only valuable if they’re easing pain points and making teams more efficient. Real-time translation is already proving its worth here, too.
Clear communication that’s instantly translated during interactions is directly tied to higher NPS and CSAT. Customers perceive these types of interactions as seamless and personalized, since they’re getting the information or help they need faster.
There are benefits on the associate side, too. Associates feel more comfortable and empowered in their jobs when they don’t struggle with communication issues. They stay longer and perform better. They even become more likely to uncover and capitalize on upsell and cross-sell opportunities during service interactions.
Voice translation enters a new era
At TTEC we’re seeing the potential of AI-powered translation in action. ADDI takes real-time translation to the next level.
It supports more than 30 languages and translates speech in less than a second. It provides natural-sounding AI voices and lets brands access flexible support options for genders, languages, and regional accents.
In pilots, ADDI has reduced wait times, decreased frustration, and improved efficiency. We project ADDI can reduce spending on human interpreters by more than 80% and reduce spending on challenging language support by up to $30,000 per full-time equivalent (FTE) annually.
And while ADDI is particularly revolutionary in the voice space, it also works well via chat, messaging, and other channels.
Beyond the real-time translation benefits, the tool also generates transcripts of every conversation, giving you a wealth of data you can use to cull actionable insights and guide future business decisions.
Language barriers shouldn’t come between your brand and your customers, especially when it matters most. Next-generation real-time translation makes sure they never do.
