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Recent studies reveal that more than two-thirds (69%) of global consumers find it extremely or very important that brands provide an end-to-end customer experience in their native language. A multilingual end-to-end customer experience starts from the first point of contact in the buying journey – for example a translated website – even after the product has been sold – such as customer service in their native language.
However, this is just an added complexity for contact centers: it’s already daunting to deal with the large infrastructure and number of employees required to run a customer service center, and if they have 24/7 coverage in a particular language want, I need at least four people who speak that specific language to run shifts (not counting free time).
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To address this problem, San Francisco, California established unbabable provides an artificial intelligence (AI) powered Language Operations (langops) platform that helps businesses deliver a multilingual customer experience (CX) at scale. “Unbabel is building a language management platform that helps every team in a company easily communicate with customers in any language. We combine advanced artificial intelligence with human editors for fast, efficient, high-quality translations that get smarter over time,” Vasco Pedro, co-founder and CEO of Unbabel, told VentureBeat.
Unbabel focuses on omnichannel and mobile-first solutions to stay at the forefront of multilingual CX. The company partners with leading CRMs like Zendesk to offer high-quality multi-lingual integrations across multiple channels such as chat, support, and help centers, enabling businesses to reach customers through any channel they choose.
Some of Unbabel’s new integrations offer translations for a consolidated view of all customer conversations – whether sent via social media, email, FB Messenger or WhatsApp – and deliver consistent, omnichannel customer service in any language, without disruptions to the agent workflow.
Unbabel uses a hybrid translation approach that combines AI with human editors, who ensure quality and consistently work to update translation algorithms unique to a market or country’s language preferences, delivering nuanced translations to all users at scale.
Backed by $91 million in total funding, Unbabel partners with global brands such as Booking.com, Nestle, Panasonic, Patagonia, UPS and more.
Integrate conversational AI with multilingual customer service
Recently Unbabel announced a new collaboration with Adah, a conversational AI platform that provides hyper-personalized and automated customer support. This new partnership expands Ada’s offerings, providing multilingual live agent assistance and even more language capabilities for Ada-powered chatbots.
“We know that leading brands want to differentiate themselves from the competition by providing their customers with a VIP-level customer experience. However, with the current state of the market, brands are tasked with doing all of this while reducing costs,” said Pedro. “Introducing AI-driven solutions is one of the best ways for companies to increase efficiency to walk this fine line. Ada is the market leader in chatbots and conversational AI solutions, and the added value they provide aligns perfectly with what we strive for at Unbabel.”
Through complex automation, Ada’s chatbots help customers resolve their incidents faster, primarily without the intervention of a live agent. This reversal reduces costs and improves the customer service experience. Likewise, in the more complicated cases that require help from a live agent, Unbabel’s langops platform removes language barriers from the service equation. Instead of hiring agents based on language skills, brands are using Unbabel to have English-speaking agents assist customers in any language.
Customers can enjoy high-quality experiences in their native language, while brands can deliver without high acquisition costs and concerns about occupancy/efficiency challenges. All customer interactions, whether handled by chatbots or live agents, take place in the same chat window, without the customer having to navigate to another website or social channel.
Together, Unbabel and Ada strive to deliver on that value proposition by maintaining a high-quality customer service experience while reducing costs through new efficiencies.
“We are always looking for opportunities to expand our services with those that align with our shared vision, and Ada was a perfect fit,” said Pedro. “Together we will help companies reduce costs and increase agility at an economic time when it matters most. We also enable organizations to better understand how good their customer conversations are by reporting on the quality of every single translation.”
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