Real-time translation (RTT) technology is an effective solution for instantly translating content from one language to another.
Real-time translation enables organizations to support hundreds of languages on chat, ticketing, email, and other communication platforms. Organizations realize cost savings by using their existing employees, contact center agents, or service management staff. It allows you to engage with consumers, employees, and partners that your company could not otherwise communicate with.
There are numerous real-time translation technologies. Selecting the right solution for your needs requires understanding the pros and cons of each, from translation quality to translation customization and security.
Real-time translation quality
Because real-time translation technology is machine-based, the translation goal is immediacy, actionability, and understandability. While it isn’t human-level translation, the translation quality needs to be high enough to enable effective communication, especially with customers.
Providing context and avoiding “garbage in, garbage out” remains the biggest challenge with straight machine translation (MT) engines. Technology innovation is making machine translation more reliable than ever, driven in large part by the advancement of neural networks.
Without any linguistic customization or human involvement,, organizations need to ensure that straight machine translation-based communications are accurate, meaningful, and fulfill their intended purpose. Taking this approach requires a vendor with expertise in language, machine learning, translation, and translation processes.
An often overlooked aspect of real-time translation is the security of your data. According to Common Sense Advisory, a research firm focused on language services, using some machine translation engines may have the unintended effect of “employees and your suppliers…unconsciously conspiring to broadcast your confidential information, trade secrets, and intellectual property (IP) to the world.”
When evaluating real-time translation services, ask who owns the data and how it is shared.
How GeoFluent provides translation quality & data security
Lionbridge created GeoFluent Real-Time Translation for Digital Channels to solve the common challenges that face enterprises today. Available via API or through pre-built integrations to leading contact center, enterprise service management and enterprise communications/collaboration applications, GeoFluent Real-Time Translation for Digital Channels applies three layers of patented linguistic customization to provide the highest levels of translation quality.
Each machine translation engine has its own strengths, whether that be a specific language or industry. GeoFluent’s linguistic experts choose the best machine translation engine for each client/channel/language combination, leveraging advanced linguistic neural, statistical, or rules-based engines. GeoFluent also applies normalization rules to clean and fix data before and after it goes into the engine. This allows clients to avoid typical machine translation errors caused by common slang, misspellings, acronyms, and shortcuts.
With the underlying machine translation engine(s) in-place, the GeoFluent team builds a customized linguistic dictionary for every client. This reflects company, product, and service-specific vocabulary. The benefit is that no matter what language the source text is being translated into, it’s translated appropriately for the brand.
Lionbridge has more than 20 years’ experience helping clients communicate across languages. That expertise is applied through industry-specific language models that sit on top of the selected and trained machine translation engine and in conjunction with the client-specific linguistic dictionary.
This three-tiered approach to linguistic management makes GeoFluent Real-Time Translation the right solution for organizations that need to communicate in multiple languages across communications channels.
What our customers say
Lionbridge’s GeoFluent solution has allowed us to continue our growth trajectory through this quick and cost-effective solution, hence enabling us to quickly scale our multi-lingual customer support. The implementation, support and overall process far exceeded our expectations and we are thrilled to have Lionbridge’s GeoFluent in our corner!”
— Bill Ratliff, SVP Operations, Getaroom.com
This allows RCI to deliver real-time interaction options to our members without having to hire bilingual agents.”
— Keith Lodewyk, Customer Care Team Lead, RCI
Learn how we can help your organization offer real-time multilingual capabilities.
Real-Time Translation is for on-the-fly translation and is increasingly used in customer service use cases. By adding real-time translation to chat, email, helpdesk, and ticketing applications, an English-speaking agent or employee can communicate with customers in more than 100 languages.
There are a variety of solutions that range from machine translation engines like Google Translate and Microsoft Translator to 2nd generation applications such as Lionbridge’s GeoFluent. Geofluent offers higher levels of linguistic customization and data privacy than other solutions.
GeoFluent Real-Time Translation for Digital Channels applies three layers of patented linguistic customization, allowing clients to directly impact the translation output. In addition, client data is never stored, ensuring data privacy.
To learn more, download our Linguistic Quality White Paper.
Human translation requires a long process that begins with securing a linguist and allowing them the time to appropriately perform the translation. The intent of GeoFluent is to provide immediate understanding and actionability, enabling real-time multilingual communications for chat, email, ticketing, and other use cases.
Lionbridge has pre-built GeoFluent integrations for leading contact center, service desk and other communications platforms, including: Genesys, Jive, Lithium, LivePerson, LogMeIn, Microsoft, Moxie, Salesforce, ServiceNow, Zendesk, and Zimbra. GeoFluent also has an open API for further integration possibilities.