Real-Time Sign Language Conversion for Contact Center Communication
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Solution Overview
Problem
Contact centers face challenges in communicating with deaf and mute customers, as most agents are not trained in sign language, leading to poor utilization of signing agents and limited resource availability, resulting in inadequate communication solutions for these customers.
Innovation Solution
A system and method for real-time conversion of sign language into voice and text, enabling two-way communication between customers and agents, using a sign language interpreter engine that processes video images to translate sign language gestures into speech or text, and vice versa, allowing agents to communicate through sign language visual representations.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Adaptability or versatility
If contact centers hire dedicated signing agents, then communication capability for deaf and mute customers is improved, but agent utilization and resource efficiency deteriorate
Solution Approach 1:
The patent introduces an AI-based sign language interpreter as an intermediary system that bridges the gap between deaf/mute customers and voice-based agents. The interpreter translates sign language to voice and vice versa, enabling communication without requiring agents to be fluent in sign language, thus resolving the contradiction between communication capability and agent utilization
Solution Approach 2:
The patent replaces the mechanical approach of hiring human signing agents with an automated AI-based translation system. This substitution eliminates the need for agents to possess sign language skills while maintaining effective communication, thereby improving agent utilization and resource efficiency
2Adaptability or versatility
If contact centers train agents in sign language, then communication capability is improved, but training time and resource investment increase
Solution Approach 1:
The AI interpreter serves as a mediator that eliminates the need for agents to learn sign language. The system handles the translation between sign language and voice, allowing agents to maintain their existing voice-based communication skills while serving deaf and mute customers effectively
Solution Approach 2:
The patent enables the system to serve itself by using AI automation to handle the translation tasks that would otherwise require human training and effort. The AI interpreter independently processes sign language input and generates appropriate voice responses without requiring agent intervention or training
3Ease of operation
If contact centers use text devices for deaf customers, then communication is enabled, but customer experience and communication efficiency deteriorate
Solution Approach 1:
The patent replaces the mechanical text-based communication system with an AI-based real-time translation system that processes sign language gestures and converts them to voice and text automatically, enabling more efficient and natural communication compared to manual text devices
Solution Approach 2:
The AI interpreter provides continuous real-time translation during the entire conversation, enabling seamless two-way communication between deaf customers and agents. The system operates continuously without interruption, maintaining natural conversation flow and improving communication efficiency
Data Source
AI summary
Interactions between agents of a contact center and customers provide the bulk of many communications and generally work well, except when the customer is deaf or mute. Customers that sign would often prefer to conduct interactions in sign language but the pool of agents having such skills is limited. By providing systems and methods to alter an image of a non-signing agent, a customer may be presented with an image of a signing agent. Additionally, systems and methods herein enable a non-signing agent to be presented with generated speech and/or text translated from the signing gestures provided by the image of the signing customer.