Abstract

In a contact center, when a caller elects to speak to an agent the call will be routed (based on the language that the caller chose) to an agent who can speak the language that was selected by the caller. A global company with operations or offices in many different countries faces the challenge of communicating in multiple languages, something that is a key to providing excellent customer service. In particular, it can be challenging for a company to achieve such a capability when they simply cannot hire a customer support agent for every possible language. To address such challenges, techniques are presented herein that support eliminating the language barrier between agents and callers, providing a single contact center expert catering to customer needs across the globe without any region and locale barriers. The presented techniques support extracting a caller language code (during both traditional interactive voice response (IVR) and conversational IVR phases) and using same to eliminate the language barrier between a caller and an agent by integrating a language translation service into contact center products. Aspects of the presented techniques leverage the Session Initiation Protocol (SIP) and the Real-time Transport Protocol (RTP). The presented techniques offer a number of benefits, including providing a cost reduction to a contact center, reducing the need to hire multilingual agents, etc.

Creative Commons License

Creative Commons License
This work is licensed under a Creative Commons Attribution 4.0 License.

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