Offering value to your customers is most likely your primary concern. In this regard, with increased reliance on technology, your service quality must be the predominant engine of success. This is especially true if you desire your company to be truly global and communicate with your clients in their native dialect, on their grounds.
With that being said, it’s not feasible to have multilingual helpdesks all around the world due to the cost associated with hiring and training staffs in multiple languages, as well as the difficulty of finding qualified personnel who are fluent in multiple languages.
Nevertheless, this will not make languages any less of a barrier to increasing user experience and satisfaction.
Fortunately, ServiceNow’s new Tokyo release includes Dynamic Translation for Virtual Agent. For a smooth multilingual solution, you can automatically translate the response provided by the Virtual Agent to the language which is initiated by the end user.
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Why Multilingual Chat Support Cannot be Discretionary?
Because having your customers hanging is a mistake that will cost your sales.
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52% of customers disconnect before customer support employees can remedy their issue.
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62% of clients would rather employ a customer support bot than stand in line for human personnel to respond to their inquiries.
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80% of customer problems can be addressed by virtual agent chatbot.
More on the need to establish a multilingual chat support has been highlighted below:
Virtual Agent Chatbot allows your company to assist a broad client base in their chosen language without having to enlarge your support personnel. It also enhances the whole customer experience, resulting in customer conversion.
Customers who desire straightforward solutions to simple queries during their purchasing experience increasingly demand self-service. It is advisable to acquire responses in a few taps rather than queuing for a live human agent. Your firm is losing out on critical possibilities to drive revenue and outperform the competition if it does not have a multilingual Virtual Agent Chatbot.
What Purpose does Virtual Agent & Dynamic Translation Serve?
ServiceNow’s Virtual Agent is a comprehensive, AI-fueled conversational chatbot that promotes rapid processing of common queries, enhances personnel and service quality, and keeps agents concentrated on more critical concerns. Virtual Agent assists companies with the following tasks:
- Resolving frequently asked questions
- Offering tutorials and ‘how to’ materials
- Querying or modifying files, for instance, to get issue or incident details
- Collecting data for the live agent, such as links
- Carrying out diagnostics
- Troubleshooting multi-step difficulties
The dynamic translation is one of the features of Virtual Agent that offers a real-time, in-context translation that facilitates communication and collaboration as a solution to language constraints. You can employ any of the translation service providers that are offered as default or a translation service provider of your choosing, to translate the content. The ones that are currently available include:
- Google Cloud Translator Service
- IBM Translator Service
- Microsoft Azure Translator Service
- Lionbridge Translation
Dynamic Translation’s real-time translation possesses unique characteristics that stand out among others. One of which is that it supports the use of a single language for the agent and a single language for the end user, per chat session. If a chat is transferred, the recipient agents should have the same shared language as the original agent. It is advisable that agents receiving the chat also speak the source language of the end user, in case Dynamic Translation needs to be disabled during the chat.
Advantages and Role of Dynamic Translation
- Quickly Resolve Consumer and Staff Concerns: Regardless of the original language, address problems and incidents instantaneously.
- Increase Data Exchange: Dynamically translate key information into several languages.
- Intuitive Experiences: Offer amazing experiences by integrating real-time translation features into your ServiceNow apps quickly and effortlessly.
- Effortless Localization: Virtual Agent interactions, data pieces, catalog items, and customized apps can all be effortlessly localized or globalized.
- Skill-Based Routing: Using linguistic competence recognition, allocate incidents to agents depending on their expertise.
- Simple Setup:Immediate usability or functionality support for Microsoft, IBM, and Google translation services.
- The Versatility of Translation Service Providers: Create a simple connection to broaden translation capacities to operate with any service provider.
- API for Adaptive Translation: Text translation and language recognition APIs can be used to add translation to apps.
Transform your high-volume, routine conversations into a more refined customer experience
AVASOFT integrates extensive ServiceNow knowledge with years of industry expertise. We provide our clients the freedom to operate independently while being available to them if they want assistance and returning full-time once they are willing to streamline more operations.
Collaborate with our team of specialists to unleash the next level of multilingual conversations and customer satisfaction with Virtual Agent’s Dynamic Translation.
Our implementation of Virtual Agent will ensure an inviting chat experience to your customers regardless of their native language. Withstand higher quantities of chat exchanges from various countries through Dynamic Translation feature.
