Agent Assist offers real time bidirectional audio translation between a customer and an agent in voice conversations. This updated live audio-to-audio (A2A) translation breaks down language barriers in voice conversations for a swift resolution to the customer's query without the need for bilingual agents. This feature supports English, Spanish, German, French, Italian, and Japanese in any combination.
Live A2A translation provides the following benefits for your business:
- Support in a customer's own language increases satisfaction ratings.
- Access for diverse linguistic regions increases your reach.
- Conference mode enables rapid adoption with existing telephony infrastructure.
Conference mode
Live A2A translation works with a conference mode service that handles multi-participant audio streams. Alongside the customer and agent, conference mode acts as an active participant in a conversation with no integration.
Conference mode processes audio from the customer and agent and synthesizes a translated response. It then directs that response back to the appropriate participant.