Read the enquiry
Translate incoming written messages into the advisor’s language, with the original message there for context.
Live Translation
Different language. Same care.
Let your customer speak in their language and your advisor work in theirs. Live Translation makes written messages and two-way spoken conversations understandable on both sides, so language doesn’t get in the way of useful help.
Connected knowledgeLive TranslationSpanish ↔ English Human handover
Customer · Spanish
¿Dónde está mi pedido?
Advisor reads · English
Where is my order?
Advisor reply · English
You can track your order using the link in your confirmation email.
Customer reads · Spanish
Puedes seguir tu pedido con el enlace de tu correo de confirmación.
What Live Translation does
The customer shouldn’t have to translate the problem.
A delayed delivery, a returns question or a new enquiry is already enough to explain. Help customers describe it naturally, while your team can read or hear the meaning and respond with the same care they would in their own language.
Reply in their language
Prepare the answer using approved guidance, then translate it back for the customer. The conversation stays together.
Talk both ways
Use two-way speech translation to help a caller and advisor understand each other through the spoken conversation.
One conversation. Two languages.
Translation works around the enquiry, rather than sending the customer to another tool. Your advisor keeps the context, uses the knowledge base and decides what the customer needs next.
¿Dónde está mi pedido?
Where is my order?
You can track your order using the link in your confirmation email.
Puedes seguir tu pedido con el enlace de tu correo de confirmación.
Spanish detected→Translate to English
Check approved knowledgeOrder tracking · Use the confirmation email link
Reply sent←Translate to Spanish
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Support more customers with the team you already have.
Give advisors a way to help across language barriers, including when a specialist in the customer’s language is unavailable. New starters can use the same knowledge and response guidance as experienced colleagues, while translation carries the conversation between them and the customer.
- Written translation for messages and replies
- Two-way speech translation for phone conversations
- Original wording and customer context remain important
- Human review when meaning, tone or specialist advice needs checking
Translate the conversation. Keep the answer grounded.
A customer asks about an order in Spanish. The message is translated into English and passed to Knowledge & Agent Assist. Approved order guidance helps the advisor write an answer in English. When they send it, the reply is translated back into Spanish for the customer. The same principle applies on the phone: understand the enquiry, answer it, and help both sides follow the next step.
¿Dónde está mi pedido?
Where is my order?
You can track your order using the link in your confirmation email.
Puedes seguir tu pedido con el enlace de tu correo de confirmación.
Spanish detected→Translate to English
Check approved knowledgeOrder tracking · Use the confirmation email link
Reply sent←Translate to Spanish
- 01Knowledge & Agent Assist supplies the guidance
- 02Helpdesk keeps the written exchange in one place
- 03Agree languages and phone arrangements for your operation
FAQs
Your questions, answered.
Yes. Written translation supports messages and replies, and two-way speech translation supports spoken exchanges. We’ll confirm language coverage, channels and phone arrangements for your setup.
Keep the original wording alongside the translated meaning in your written workflow. Your advisor can review the context and ask for clarification when the meaning is unclear.
Translation supports understanding; your advisor remains responsible for the response. Use your normal escalation process when ambiguity, specialist advice or a sensitive decision needs review.
Use our helpdesk or keep yours
Start with one enquiry. Build from there.
Use our helpdesk or keep yours. Start with the customer journey that needs attention, connect the AI capabilities that help, and add managed Outsourcing when more human support is needed.
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