Machine Translation in Contact Handling Systems
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Solution Overview
Problem
Contact handling systems face challenges in efficiently managing communication with customers who require language support, particularly when agents are not proficient in the customer's language, leading to increased wait times and reduced customer satisfaction.
Innovation Solution
Implementing machine translation to facilitate communication between customers and agents who do not share the same language, allowing customers to be connected with available agents who speak different languages, thereby reducing wait times and improving language support management.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If customers are connected only with agents proficient in their language, then communication quality is improved, but wait time increases and agent availability is reduced
Solution Approach 1:
The patent introduces machine translation as an intermediary tool that enables communication between customers and agents who speak different languages. The translation system acts as a mediator, converting speech or text between languages in real-time, allowing customers to be connected with available agents regardless of language proficiency while maintaining communication quality through automated translation.
2Productivity
If machine translation is implemented, then agent availability is improved and wait time is reduced, but system complexity increases
Solution Approach 1:
The patent implements a universal translation system that can handle multiple languages and communication modes (speech-to-speech, text-to-text, speech-to-text) through a single integrated platform. This multi-functional approach allows the system to serve diverse language pairs and communication preferences without requiring separate systems for each language combination, thereby managing complexity while improving agent availability.
3Adaptability or versatility
If machine translation is used for all communications, then language support is improved, but communication accuracy may deteriorate due to translation errors
Solution Approach 1:
The patent employs dynamic language routing that adapts translation usage based on communication context, complexity, and confidence levels. The system dynamically switches between direct connection (when language match is available), machine translation (when language match is unavailable but simplicity allows), and escalation to human translators (when complexity or accuracy concerns arise). This dynamic approach balances language support versatility with communication accuracy.
Data Source
AI summary
Methods and apparatus for facilitation communication between a customer requesting accommodation of a particular language and an available agent not proficient in the particular language through use of machine translation are disclosed. The method can include receiving a communication request from the customer, including a request that the communication accommodate the particular language. The method can include determining that the contact handling system is unlikely to accommodate the communication request via an agent proficient in the requested language within a threshold time period. The method can include beginning communication between the customer and an available agent not proficient in the particular language using machine translation to facilitate the communication.