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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 CONTENT Statements, Yes/No, Multi-choice, Multi-selection and 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-hoc Conversations Scripted Conversations 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 Facilities o “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 automatically o Handle ad-hoc needs as they arise How does LA work? Agent/ Operator Client CONTENT Statements, Yes/No, Multi-choice, Multi-selection and processes RESPONSES Answers, & 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 CONTENT Statements, Yes/No, Multi-choice, Multi-selection and 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@example.com or call: +44 7785 293 486
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