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March 2011 © CommSOFT 2011 | Language Assistant
Language Assistant
What is Language Assistant?
How does it work?
How is it deployed?
What are the benefits?
Click to Continue…
March 2011 © 2011 Language Assistant 2
What is Language Assistant?
LA delivers your content in multiple languages | E.g. forms, info, processes
“Translate-once-use-repeatedly” model | Don’t ‘translate’ every time
LA works in any languages that you choose
LA works face-to-face or by telephone
LA contains useful phrases off-the-shelf (expand as required)
LA can follow sophisticated business processes automatically
LA can identify languages where required
All more efficiently and much less expensively than interpreters
Language Assistant (LA) is software that facilitates conversations between people who do not speak the same language as well as automating your processes whether for English or non-English speakers
March 2011 © 2011 Language Assistant 3
Agent/ Operator
Client
YOUR CONTENTStatements, Yes/No,
Multi-choice,Multi-selectionand processes
RESPONSES Answers, & Information
English
French…Italian…Polish…Urdu…Chinese…Spanish…
How does LA work?
(Touch-Screen)
• Free-standing• Desk-mounted• Wall-mounted• Bracket-mounted (“Swing-Arm”)• Kiosk
Processes For• Police-Station Front-Desk • Custody Suite • Events
• Vehicle Impound • Advice • Directions• Any Other Processes You Define
March 2011 © 2011 Language Assistant 4
Ad-hocConversations
ScriptedConversations
Simple Phrases (Many build-in) e.g.
o “Please wait here a moment”o “I am sorry that this is taking so long”o “I will be with you in a few minutes”
Sets of Phrases (Named; all about the same thing) e.g.
o Facilitieso “I will show you where the toilets are”o “The emergency exit is here”o “I will get us another chair”o “It is in the office next door”
Automated Processes (“How can I help?”, Information, Report a Crime, Directions etc.)
o Police Station Front-Desk; Custody Suite; Vehicles etc.
o End-to-End Process | Sections | Pauses | Personalised
o Which language do they speak?o What do they want?o Provide what is needed automaticallyo Handle ad-hoc needs as they arise
How does LA work?
Agent/ Operator
Client
CONTENTStatements, Yes/No,
Multi-choice,Multi-selectionand processes
RESPONSESAnswers, & Information
English
French…Italian…Polish…Urdu…Chinese…Spanish
March 2011 © 2011 Language Assistant 5
Agent/Operator Screen Client Screen
How does LA work?
Votre propriété a-t-elle (choisissez tous ce qui s’appliquent)
March 2011 © 2011 Language Assistant 6
Agent/Operator Screen
Languages – selection and identification. Automatic ID or manual selection.
How Language Assistant is being used – phone, F2F, Training etc.
Choosing phrases to say and processes to follow.
How does LA work?
March 2011 © 2011 Language Assistant 7
All conversations recorded in logs
Logs can be ‘tagged’ with client identifiers (reference number, name etc.) for future location
Tags can be used to record agent/operator comments on the conversation
How does LA work?
March 2011 © 2011 Language Assistant 8
LA can be configured in a ‘utility’ mode – a specific first process can be chosen to run as soon as LA starts making operation very simple for your staff.
How does LA work?
March 2011 © 2011 Language Assistant 9
Agent/ Operator
Client
English
French…Italian…Polish…Urdu…Chinese…Spanish…
Person-to-Person
How does LA work?
YOUR CONTENTStatements, Yes/No,
Multi-choice,Multi-selectionand processes
RESPONSES Answers, & Information
(Touch-Screen)
• Free-standing• Desk-mounted• Wall-mounted• Bracket-mounted (“Swing-Arm”)• Kiosk
Processes For• Police-Station Front-Desk • Custody Suite • Events
• Vehicle Impound • Advice • Directions• Any Other Processes You Define
March 2011 © 2011 Language Assistant 10
How is LA deployed?
Decide on
Content
Translate Content
Deliver Content
to LA Users
Create LA Content
• Content co-ordinator• Business impact
• New phrases• Your automated processes
• Translate ONCE • End-user delivery• Training
March 2011 © 2011 Language Assistant 11
What are the benefits?
Cost | 80-90% overall cost reduction possible compared with interpreters “Translate-once-use-repeatedly” model | Don’t ‘translate’ every time Conversations consume less staff time | Typically c.50%+ time-reduction
Efficiency | LA is always immediately available | No calling/waiting for interpreters Fast | Staff see customers’ responses immediately, in English Flexible | You control your content and can modify quickly Automation | Processes are automated – less staff interaction Interactive | easy user interface – easy to deploy; minimal training
Process | Standardised | Captures best-practice | Personalised | Aligned to requirements
Customer Focus | Engage and interact quickly in client’s language | Deliver many services fully automatically
Four main benefit areas:
Cost Efficiency Process Customer Focus
March 2011 © 2011 Language Assistant 12
Summary
Language Assistant (LA) facilitates conversations between people who do not speak the same language and automates processes whether for English or non-English speakers
“Translate-once-use-repeatedly” model | Don’t ‘translate’ every time
Benefits | Cost (80-90%), efficiency, process and customer focus benefits
Easy to use; Easy to deploy; Minimal training (“Simple/Utility Mode”)
Instantly available | No translator set-up time
For further information or to request a demonstration please: Email: [email protected] or call: +44 7785 293 486
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