Global AI product and research company DeepL announced the general availability of the DeepL Voice API, empowering developers to integrate real-time voice transcription and translation capabilities into their applications for instant multilingual communication.
“When interacting with a customer service representative, the end user is often trying to resolve an important issue, so facing communication barriers often leads to a negative experience,” said Gonçalo Gaiolas, chief product officer at DeepL
He added: “By equipping contact centre teams with tools that enable real-time communication in any language, we can turn what is often perceived as a cost centre for a business into a revenue-generating one through customer excellence. This also makes the work of contact centre agents smoother, reducing the need to pass tasks to others or seek workaround solutions”.
Transforming multilingual support
It enables businesses, including contact centres and business process outsourcing (BPO) providers, to stream audio and receive transcriptions in the source language, along with translations into up to 5 target languages.
It adds real-time transcription and translation to workflows, enabling better issue handling and assisting customers in different languages without needing to pass them on to a colleague or revert to written communication for translation.
It also claims to provide clear transcripts and translations for quality checks, reviews, evaluations, feedback, and training. It aims to minimise issues caused by language barriers, such as longer calls, repeated contacts, and misunderstandings.
The DeepL API will enable enterprises to hire for expertise, not language coverage; expand talent pools while managing costs; provide urgent and reliable coverage as well as a two-way understanding between agents and clients
