Breaking Language Barriers: Chat Translation in Amazon Connect

Whist Contact Centres thrive on engaging with customers around the globe, they face a pressing challenge: communicating effectively with customers who speak diverse languages. Language barriers can hinder customer satisfaction and limit growth opportunities, hence overcoming this challenge is vital. Without translation capabilities, contact centres face several roadblocks:

• Language Limitations: Agents often can only serve customers who speak the same language or a few supported ones, leaving non-native speakers feeling frustrated.
• Increased Operational Costs: Contact centres are forced to hire multilingual agents or outsource to language-specific teams, increasing overhead costs and complexity in workforce management.
• Slower Resolution Times: Without direct communication, resolving customer issues may involve third-party translators or additional processes, slowing down response times.
• Inconsistent Customer Experience: A lack of translation tools results in uneven service quality, with customers who don’t speak the primary language of the contact centre left feeling excluded or undervalued.

Amazon Connect and Multi-Language Chat Translation: A Unified Solution

At Cortex Reply, we integrated real-time chat translation to the Amazon Connect Agent Workspace, offering a powerful solution to these challenges. Our custom agent workspace built on top of the existing in Amazon Connect detects the language of the customer’s message and allows for the agent to view their original message alongside the translation. In turn, their response is also translated by the system for the customer. Here’s how:

With the integration of this feature, contact centres can observe:

• Faster and More Accurate Communication: Messages are translated almost instantly, allowing agents to provide timely and accurate responses. This improves first-contact resolution rates and reduces customer wait times.
• Cost Efficiency: Provides a scalable, cost-effective alternative to language specific teams or expensive translation services as more languages can be seamlessly integrated as required.
• Consistent Customer Experience: Customers receive the same high-quality service and feel valued and understood, regardless of their language. This in turn builds trust and loyalty.
• Ease of Use for Agents: There is no requirement for an Agent to learn a new system, they simply type in their preferred language, and the system automatically translates their messages for the customer. Agents can continue to provide excellent service without hinderance.

By breaking down language barriers, our Amazon Connect Multi-Language Chat Translation feature empowers contact centres to deliver exceptional service, foster customer loyalty, and excel globally. 

Eager to learn more? Discover how our Digital Colleagues can create NextGen Customer Experiences. Get in touch with us at Cortex Reply.