CX Files Graham Brown - Alorica - Using AI To Offer CX In Any Language
Graham Brown is the SVP EMEA Sales for Alorica. He is based at Leicester in the UK.
In some parts of the world, like Europe, brands need to offer a customer experience in many different languages. For major languages this is not a problem. It's relatively easy to find French and English speakers, but some languages can be hard to support and often they are not even economic to support.
What if you want to operate in Finland, but you can't support those customers in their local language? Do you expect every customer to use English?
Graham has been working on simultaneous voice translation with Alorica. This allows an AI-powered translation system to sit between the customer and the agent.
How well does it work and can we really just staff a contact center with English-speakers and let them support anyone from anywhere?
Listen to this conversation between Graham and Peter Ryan to find out!