A picture of a robot - Can you really leave your multilingual customer service to this guy?

Can Chatbots Deliver Multilingual Customer Service?

In today’s global economy, you must put provisions in place to support a global customer base. By engaging your customers in their native language, you boost conversions and build brand loyalty. But creating a multilingual customer service team that can handle all of your customers’ questions, queries and complaints will require a significant investment. If only there was a cheaper way to support your domestic and overseas customers…

What is a customer service chatbot and how can it help?

A customer service chatbot is a tool that uses artificial intelligence and machine learning to answer customer questions via a live chat messenger. Chatbots use the existing information and resources you have, such as frequently asked questions (FAQs) pages and knowledge bases, to answer queries and offer help. They can answer multiple forms of the same basic customer questions and be trained to give instant responses in your chosen voice and tone.

You might choose to use a multilingual chatbot if:

  • you have a growing base of international customers
  • you’re unable to provide 24/7 support in your customers’ native language
  • customer service support is required across multiple channels (e.g. social media, website, apps, etc.); and
  • you cannot afford to provide customer service at the necessary scale

Are customer service chatbots truly multilingual?

Although chatbot technology is improving all the time, until now much of the research has been focused on natural language processing and enhancing their ability to answer more complex queries. As a result, improving the language diversity of chatbots has been somewhat left behind.

A lot of the work that goes into creating chatbots has inevitably been focused on a business’s domestic language. This means that most of the improvements have been made in majority languages such as English and Mandarin. Second languages for chatbot development tend to be those that are spoken by the widest customer base – typically languages such as Spanish and French.

That has created language inequality when it comes to multilingual customer service, with speakers of more minority languages – even those with tens of millions of customers – being poorly catered for.

Chatbots cannot replace your multilingual customer service team

Although chatbots can reduce some of the load that your customer service agents have to bear, they cannot, as yet, replace them entirely. Where chatbots are incredibly valuable is in answering simple questions quickly, which frees up your customer service agents to focus on the more complex queries that chatbots would not be able to handle.

Chatbots are also no replacement for an interaction with a real human. If someone is feeling confused or frustrated by your product or service, chatbots can never give a genuine “I’m sorry” or take the necessary steps to make a situation right.

For that reason, you must view chatbots as a support system to help your customer service agents. Used in this way, they can have major benefits for your multilingual customer service function and improve your customers’ interactions with your business.

Customer service support in every language

At Linguistica International, our translation, transcreation and copywriting team can help you create multilingual customer service content that can be your customers’ first port of call for the assistance they need. Call 02392 987 765 or email info@linguistica-international.com to discuss your requirements with our team.