Multilingual live chat uses real-time translation in transforming live chat applications to become a true alternative to costly call centers for non-English speaking customers.
It opens a channel for more customers to communicate with a live agent in addressing complex support issues. This allows to accelerate time to resolution for more support cases and increase the utilization of live chat as an effective online support channel.
For global companies, it allows ANY agent to communicate in ANY language reducing cost of specialized resource allocation. It also enables immediate response regardless of which specific support center is on call when the chat window opens.
EMTGlobal’s real-time APIs enable easy integration with a company’s preferred live chat solution. The real-time nature of EMTGlobal™ allows support agents to communicate in English for example, while the customer’s chat screen shows all communications in their own language.
This, of course, requires that automated translations are understandable and consistent with brand language, messaging and corporate communication guidelines. EMTGlobal’s advanced adaptation technologies, cross-language styling technologies and segment-level usability estimations help make multilingual live chat possible.