Agent Assist offers real time bidirectional audio translation between a customer and an agent in voice conversations. Sequential audio translation uses the Gemini live model, which breaks down language barriers in live 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.
Sequential audio 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
Sequential audio translation with Gemini live 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 live 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.