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Language Assistant

Language Assistant. What is Language Assistant ? How does it work? How is it deployed? What are the benefits?. Click to Continue…. What is Language Assistant?.

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Language Assistant

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  1. Language Assistant • What is Language Assistant? • How does it work? • How is it deployed? • What are the benefits? Click to Continue…

  2. What is Language Assistant? • 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 • 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

  3. How does LA work? • Free-standing • Desk-mounted • Wall-mounted • Bracket-mounted (“Swing-Arm”) • Kiosk • Client • Agent/ • Operator (Touch-Screen) YOUR CONTENT Statements, Yes/No, Multi-choice, Multi-selection and processes RESPONSES Answers, & Information Processes For • Police-Station Front-Desk • Custody Suite • Events • Vehicle Impound • Advice • Directions • Any Other Processes You Define French …Italian …Polish …Urdu …Chinese …Spanish … English

  4. How does LA work? • Automated Processes • (“How can I help?”, Information, Report a Crime, Directions etc.) • Police Station Front-Desk; Custody Suite; Vehicles etc. • End-to-End Process | Sections | Pauses | Personalised • Which language do they speak? • What do they want? • Provide what is needed automatically • Handle ad-hoc needs as they arise • Client • Agent/ • Operator CONTENT Statements, Yes/No, Multi-choice, Multi-selection and processes Scripted Conversations • Sets of Phrases • (Named; all about the same thing) e.g. • Facilities • “I will show you where the toilets are” • “The emergency exit is here” • “I will get us another chair” • “It is in the office next door” Ad-hoc Conversations RESPONSES Answers, & Information French …Italian …Polish …Urdu …Chinese …Spanish English • Simple Phrases • (Many build-in) e.g. • “Please wait here a moment” • “I am sorry that this is taking so long” • “I will be with you in a few minutes”

  5. How does LA work? • Client Screen • Agent/Operator Screen Votre propriété a-t-elle (choisissez tous ce qui s’appliquent)

  6. How does LA work? • 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.

  7. How does LA work? • 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

  8. How does LA work? • 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.

  9. How does LA work? • Free-standing • Desk-mounted • Wall-mounted • Bracket-mounted (“Swing-Arm”) • Kiosk Person-to-Person • Agent/ • Operator • Client (Touch-Screen) YOUR CONTENT Statements, Yes/No, Multi-choice, Multi-selection and processes RESPONSES Answers, & Information Processes For • Police-Station Front-Desk • Custody Suite • Events • Vehicle Impound • Advice • Directions • Any Other Processes You Define French …Italian …Polish …Urdu …Chinese …Spanish … English

  10. How is LA deployed? Deliver Content to LA Users Create LA Content Translate Content Decide on Content • Content co-ordinator • Business impact • New phrases • Your automated processes • Translate ONCE • End-user delivery • Training

  11. What are the benefits? • Four main benefit areas: • Cost • Efficiency • Process • Customer Focus • 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

  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: info@com-sof.com or call: +44 7785 293 486

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