Solving multilingual customer service challenges


Thursday, 03 February, 2022

Solving multilingual customer service challenges

iCT Group has partnered with Jeeves.Plus to address the challenges faced by organisations dealing with multicultural customers.

The Jeeves.Plus Customer Service Platform harnesses all forms of messaging — from Facebook Messenger to WhatsApp — and streamlines communication into a single user interface. It translates all inbound and outbound messaging into the user’s choice of language.

David Hayes, CEO of Jeeves.Plus, said that the pandemic highlighted an urgent need to stay connected to customers.

“While we are compelled to keep distance from each other, many businesses have seen a massive increase in online traffic and phone, email or messaging queries.

“Similarly, Australia’s recent bushfire and flood disasters have shown a similar need for disseminating urgent information that can be understood clearly by all members of our community.

“Partnering with iCT Group has allowed us to bring our technology to those organisations across Australia that are struggling to handle the volume and urgency of inbound requests,” Hayes said.

iCT Group CEO Emile Nader and his team tested the waters with their clients and have had an immediate take-up of the technology.

“If there is one country on earth that embraces multiculturalism, it’s Australia. As a linguistically diverse society, we know that various communities comprise people who may not be fully proficient in the English language.

“For this reason, we partnered with Jeeves.Plus to provide intelligent texting and messaging that can take an English phrase (or announcement) and instantly convert it into one of 109 languages. This makes it ideal for applications including urgent government, medical or safety alerts via text that need to reach one client or to warn an entire suburb. Nothing is better than a message that arrives in one’s preferred language,” Nader said.

Businesses and government agencies can message their databases directly, in any of the available languages. Utilising a platform that enables multiple real-time multilingual conversations between customers and staff improves service levels, increases customer satisfaction and reduces stress on staff.

Image credit: ©stock.adobe.com/au/Teodor Lazarev

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