Today we officially released our newest Salesforce integration – SDL Instant Translation for Salesforce Live Agent. This integration is focused on improving the communication between agents and customers when they speak different languages.
Foreign languages throw yet another demand on a customer experience team. With online support chats, the first response time is faster than those for a forum or even a call, and with an agent being able to handle multiple chats at the same time they can be more efficient for the organization too. The customer expects someone that can speak their language instantaneously. But customer experience teams make trade-offs on staffing in order to optimize on metrics such as response times, volume, and resolution rate in order to provide the best customer experience.
In an ideal world you’d hire, train and keep enough highly skilled agents as native speakers in every market to address all incoming contacts from your global customers, right? But we know that is the ideal world and imposable.
Balancing the right mix of language speakers, with the right availability in various time-zones, with the potential peaks of incoming contacts is incredibly difficult and inflexible. Plus, finding these skilled native speakers can be very difficult – not to mention expensive.
In order to support instantaneous chat, SDL Instant Translation for Salesforce Live Agent can help extend your existing agents to support non-native languages and respond to customers on their first touch with the organization.
The app uses SDL’s state of the art machine translation to instantly translate the customer’s incoming chat, and then the outbound response from the agent giving a natural, real time chat experience. Machine translation for chat can give mixed results because of the informality of writing and the lack of context in short phrases. The SDL app works with this chatty content by correcting common spelling mistakes and expanding abbreviations and colloquialisms before the translation, along with the ability to enforce your own terminology and branding. When an agent needs to 100% validate the accuracy of a translation, there’s also a widget which allows them to perform an instant back translation to ensure the meaning is consistent through the customer’s language.
From a customer’s point of view, their experience is enhanced by being able to use their own language, but also the organization has an optimized team able to deliver quick, first touch, auditable resolutions in any language.
Visit our webpage to start translating your Salesforce Live Agent chats using machine language today.