Most companies stick to using English as their business language as it is more safe, common, and reliable when conversing with anyone. However, this is not always the case. In fact, TechCrunch says that over 50% of US companies are relying on their overseas sales and foreign audiences. With this, most businesses are struggling to use more than 48 languages to communicate with their multilingual consumers.
Conversing with your foreign customers can be difficult especially if your human customer agents have limited expertise in other languages. To answer this problem, developers are paving the way to multilingual AI that can communicate in any language with ease. It can provide a lot of benefits to companies and their users. In this article, we will talk about the importance of multilingual AI and how far have our technicians come in developing AI.
What is multilingual AI and how can a translation agency help build one?
First, let’s talk about what a multilingual AI is. It is an artificial intelligence that has the capability to converse using multiple languages at once. They are mainly used for answering queries that users may have. A lot of multilingual systems (MT) have separate AIs with different language expertise as this is easier. However, this will not be effective if your company is targeting over 100 languages in different parts of the world. Aside from being too expensive, it will also take a lot of effort and time to create all those AIs.
This is why there are companies like Facebook, Google, and Microsoft that created special AI algorithms and machine learnings to make things more convenient. By partnering with a translation agency that offers expertise in various languages, they translated the contents they need and encoded the data to the AI. They train them to use and understand different languages and easily detect the languages that users may use. This makes localizing the conversations more convenient and affordable.
Can a Multilingual AI affect your business?
Multilingual AI is now highly in demand especially for large-scale businesses that are targeting the global market. They offer convenience in connecting with customers and lessens the waiting time on answering the users’ inquiries. To know more about how it can help your business, here are some of its benefits.
Breaks down the language barriers
Before availing of services or products, most of your customers will seek assistance first. This is why a lot of websites are using chatbots to answer their users in realtime. However, if your AI can only communicate in English, it could limit your chances of connecting with potential multilingual buyers. This could pose a great threat to your sales especially when you’re targeting the global market.
However, by making your AI multilingual, you can solve these problems and connect easily with international buyers. It also lessens the cases of disappointed customers as you can educate them about the product before they actually buying them. In the end, it will result in fewer numbers of exchanges and returns because there is clear communication between the company and the consumers.
Offers a personalized service for customers
If you want to earn the trust of your potential customers, it is important to make them feel special through personalization. But what does it have to do with your AI being multilingual? It is because answering their questions with their language, makes them feel that you inserted an effort into learning their language. Moreover, your answers will feel less automated for them.
Improves customer’s feedback
The impression of your potential customers is important for your business. To build their trust in your company, being responsive to their inquiries and concerns is essential. Responsiveness is one of the criteria that people often look at in a digital business. People feel safer paying for products and services online when they know that they can reach the business when there is a problem. For international digital marketing, having a multilingual that can respond automatically to anyone and any language is a life-saver.
Reaches new customers
There is a lot of possibilities for global marketing. However, if you can only speak one language when connecting with your customers, you could be missing out on a lot of opportunities. Bilingual customer service AI allows you to reach new potential customers who are speaking other languages.
Retaining current customers
One way of measuring the success of a business is by assessing its customer retention. If your customers are happily repeating their orders and giving you great feedback, then it is great news for your business. This can be possible when you assure your customers that if any issues occur, you can resolve them quickly. However, a long queue of customer service calls and bad automated chats can frustrate them.
It would be great if you have a multilingual AI that can answer your customer’s simple concerns in any language. They can openly communicate with your consumers and helps build trust and loyalty to your brand.
How far does AI technology come?
Technology is continuously evolving and just this 2020, Facebook AI introduces M2M-100 which is the first multilingual machine translation (MMT) that does not rely on English data. This allows a faster process of translation by letting the AI translate a word directly to the desired language.
For example, if you tell a Chinese word to a typical MMT model, it will first translate it to English before translating it to French. However, M2M-100 can translate Chinese directly to French. This means that it can retain the meaning of the word better and can offer more accuracy and localization. It is also trained on over 2,200 language directions which improve the translations.
Aside from Facebook, Google and Microsoft also launched their own researches about multilingual AI. Microsoft now introduced the second version of their Turing Project which can encode phrases to 94 languages into the same vector space. Meanwhile, Google improved and trained their existing T5 model for language understanding and answering. There are also other digital businesses that are working on developing their own multilingual automated customer service even if it is not as advanced as M2M-100.