Unbabel and Zendesk Now Offer Multilingual Customer Service

Unbabel和Zendesk现在提供多语言客户服务

2021-07-01 08:22 multilingual

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Unbabel and Zendesk Agent Workspace announced on June 29 their new translation partnership. Unbabel, an artificial intelligence (AI)-powered language operations platform, is now integrated within the Zendesk Agent Workspace, a platform for customer service agents to chat with customers virtually; this integration means that companies using Zendesk Agent Workspace for their customer service needs can now use Unbabel to easily communicate with customers in their native language, as it offers support in about 95 language pairs. Edmund Ovington, Unbabel’s vice president of strategic alliances. (Photo courtesy of Unbabel) “Unbabel is the first translation partner for Zendesk Agent Workspace,” said Edmund Ovington, the vice president of strategic alliances at Unbabel, in an email statement to MultiLingual. “This new integration lets agents communicate with customers in multiple languages instantly and seamlessly across Zendesk channels — all within a single interface. With the new Unbabel integration, customers now get the complete Zendesk omnichannel experience, all in a single dashboard, so organizations can deliver timely, multilingual support.” The integration includes a number of new features to the Zendesk Agent Workspace which allow customer service agents and clients to access real-time translations and mitigates communication difficulties that might arise as a result of any potential language barriers between both parties. The Unbabel widget available in the Zendesk Agent Workspace includes an embedded button that automatically translates messages, allowing for quicker response times. Additionally, the widget provides customer service agents with status updates about the translations, informing them of potential errors, a feature that Ovington believes will allow agents to stay aware of certain developments and take action wherever necessary. “Things have shifted, technology deployments have to move faster and at a bigger scale, customer-loyalty is harder to come by and operational demands are more intense than ever,” Ovington said. “The new offering from Unbabel and Zendesk addresses the needs at the forefront of the enterprise instead of the previously year long change management programs that were needed to use technology in a meaningful way. We offer deep value together in a fraction of that time.”
Unbabel和Zendesk Agent Workspace于6月29日宣布了他们新的翻译合作伙伴关系。Unbabel是一个人工智能(AI)驱动的语言操作平台,现在集成在Zendesk Agent Workspace中,这是一个客户服务代理与客户虚拟聊天的平台;这种集成意味着使用Zendesk Agent Workspace来满足客户服务需求的公司现在可以使用Unbabel轻松地与客户进行母语交流,因为它提供了大约95种语言对的支持。 Unbabel战略联盟副总裁Edmund Ovington说。(图片由Unbabel提供) “Unbabel是Zendesk Agent Workspace的第一个翻译合作伙伴,”Unbabel战略联盟副总裁埃德蒙德·奥温顿(Edmund Ovington)在给MultiLingual的一份电子邮件声明中说。“这种新的集成使代理可以通过Zendesk渠道以多种语言即时无缝地与客户沟通——所有这些都在一个界面内。通过新的Unbabel集成,客户现在可以在一个仪表板中获得完整的Zendesk全渠道体验,因此组织可以提供及时的多语言支持。” 该集成包括Zendesk Agent Workspace的许多新功能,允许客户服务代理和客户访问实时翻译,并减轻由于双方之间任何潜在的语言障碍而可能产生的沟通困难。 Zendesk Agent Workspace中提供的Unbabel小部件包括一个自动翻译消息的嵌入式按钮,允许更快的响应时间。此外,这个小部件还为客服人员提供翻译的状态更新,通知他们潜在的错误,Ovington认为这个功能可以让客服人员随时了解某些进展,并在必要时采取行动。 Ovington说:“情况已经发生了变化,技术部署必须更快更大规模地进行,客户忠诚度更难获得,运营需求比以往任何时候都更加强烈。”Unbabel和Zendesk的新产品解决了企业最前沿的需求,而不是以前以有意义的方式使用技术所需的长达一年的变更管理计划。我们在短时间内共同提供了巨大的价值。”

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