In recent years, customer expectations have changed profoundly: speed, accessibility, and personalization have become priorities in the service experience. To keep up with these changes, XCALLY has decided to focus on theintegration of AI within its services, developing solutions such as Live Call Translator. But what is Live Call Translator and how can it be a useful tool in customer service management? Let's look at it in more detail.

What is XCALLY Live Call Translator

XCALLY Live Call Translator is a plugin developed by XCALLY for its XCALLY Motion contact center system, which offers the ability to perform real-time transcription and translation of conversations during calls. This tool uses speech synthesis to play back the translated message to the customer, enabling clear communication without language barriers. Through integration with AI platforms such as OpenAI, during calls, the agent displays the transcription of audio content in his or her own language, while the customer reads what the operator types in his or her own language, translated via speech synthesis.

How it can be useful in customer service

  • Multilingual Communication: With instant translation capabilities, agents can communicate with customers in any language, ensuring better understanding and personalized customer service.
  • Efficiency and Speed: Real-time transcription and translation enable agents to respond promptly to customer inquiries, reducing waiting time and improving operational efficiency.
  • Service Customization: With the ability to communicate in the customers' preferred language, XCALLY Live Call Translator enables personalized service geared to each customer's specific needs.
  • Elimination of Language Barriers: This tool helps overcome language barriers, enabling smooth and effective communication with clients of different nationalities and languages.
  • Improved Customer Experience: By offering high-quality, multilingual customer service, XCALLY Live Call Translator helps improve the overall customer experience, increasing satisfaction and loyalty.

 

 

Requirements for Installing and Configuring the Plugin

Before proceeding with the installation of the XCALLY Live Call Translator plugin, make sure you meet the following requirements:

  • Account XCALLY Motion V3 active.
  • Access to the machine via SSH with root privileges.
  • Python3-venv package installed on the machine.
  • Plugin distributed as a zipper file to be installed via the XCALLY Motion V3 administration interface.

How to Configure Live Call Translator

XCALLY's Live Call Translator fits easily within a customer service system with a simple installation via .zipper file. Then you can configure general settings, select transcription and translation providers, and enable features for operators. To take full advantage of the virtual assistant's potential, it is advisable to rely on the experts on the XCALLY team, who can customize the integration to suit your specific business needs.

Conclusions

In conclusion, XCALLY Live Call Translator represents a significant innovation in the field of customer service, providing operators with the ability to communicate efficiently and personally with an international and multilingual customer base. This tool not only improves the quality of the service provided, but also helps to create stronger and longer-lasting relationships with customers. Introducing XCALLY Live Call Translator into customer service management can lead to tangible results in terms of efficiency, customer satisfaction, and business success.