How multi are you?

In an online world of “multi” everything: multi-modal, multi-platform, multi-channel and multi-media, there is a surprisingly high number of organizations that do not sufficiently focus on multilingual. The widespread adoption of “multi” strategies is being driven by the focus on executing effective customer experience differentiation strategies. Technological advances, customer expectations, competitive advantage, and customer loyalty are just some of the drivers shaping experience strategies and making conversational AI a critical tool in achieving success. 

Accompanying all talk about customer experience is personalization. The two are inextricably linked. Without personalization the effectiveness of any customer experience strategy will be muted. And there is nothing more personal than language. Being able to interact with customers in their language of choice is integral to the brand experience and getting it right can make a tangible difference, adding significant business value. 

True personalisation requires sophisticated language capabilities

A conversational AI platform that enables instant communication across any language is the strongest foundation for brands to build true personalization into their customer experience. Understanding languages to effectively serve customers is a basic requirement in today’s customer-led economy. Beyond this basic requirement is the use of technology to detect cultural preferences during interactions and conversations, and for brand communication to adapt accordingly, in real-time. 

Focusing on language as the foundation for cultural alignment, gives brands the power to engage customers in ways that resonate and build loyalty. Tailored customer experiences that consider context, culture and communication preference ensures more accurate understanding and interpretation of customer queries and greater customer satisfaction. Communicating in the language a customer feels most comfortable is the first step to then tailoring responses considering the customer’s emotional state. 

Multi-modal, multi-platform, multi-channel – multilingual

Chatbots and voicebots have become extremely effective and their use has become widespread in serving customers quickly, accurately and on their terms (any time, any device, any application, any medium). Providing multilingual support was once the domain of contact centers, but technological advances have created expectations that multilingual support is always available. 

Multilingual conversational AI

Conversational AI solutions are all about natural, effortless, accurate and relevant communication. Linguistic comfort, therefore, must be addressed when curating effortless conversations and interactions. Language, however, has its complexities beyond direct text translation. Within industries there is specialized terminology and jargon. Within languages there are dialects, and in the spoken word many accents. I am sure many people know the frustrations of a voice recognition menu saying, “sorry I don’t understand that” or “please would you repeat that”. Today’s multilingual voicebots navigate all these complexities to deliver a great experience, using the latest technology, advanced content and knowledge management capabilities, and more extensive and voluminous data sets. 

Multilingual interactions made easy

Creative Virtual’s conversational AI platform – V-Studio^TM – gives organizations the flexibility to provide customers with the ability to converse in their language of choice, and even switch between languages mid-conversation should they wish to do so. The platform enables organizations to converse in country specific languages, embrace language on a contextual basis, for example industry specific terminology, and enable customers to explain complex situations in their native language and be understood. 

Leveraging the built-in capabilities of a conversational AI platform such as V-Studio, ensures that content across languages is managed, verifiable, and customer interactions are language, culture, context, and relevance appropriate. 

Multilingual voicebots and chatbots give organizations the right to claim they are inclusive and serve a diversity of customers, who they engage on a personal level. 

Master multilingualism

The technology is available today to deploy highly accurate multilingual voicebots and chatbots, that deliver human-like interactions. Building your conversational AI solution to deliver true personalization requires a platform with new levels of language sophistication, that can take personalization to new levels of contextual, cultural and communication alignment. 

Every day, more businesses are embracing responsible AI where they stay in full control of the content and always have ownership of their brand reputation. Effectively communicating with customers is a priority in a customer-led world where operating in the customer experience economy requires a total focus on innovative customer experiences. 

At Creative Virtual we have the tools, platform, and expertise to help organizations deliver culturally appropriate chatbots and voicebots that speak your customers’ language, understand them, and respond appropriately. 

Today’s global marketplace serves a multicultural world. Chatbots and voicebots that can understand and adapt to the diversity of cultures will deliver accelerated success and growth.