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multilingual_applications [2019/08/07 12:40]
lisa.illgen_concentrix.com Added references
multilingual_applications [2019/08/07 12:47] (current)
lisa.illgen_concentrix.com [Language Selection] added link to language selection
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 A multilingual design requires that both linguistic and cultural differences be considered. This means that the language used and the mental model must be the one intended for the caller; this is accomplished by proper prompting and doing what is possible to avoid cultural insensitivity. For instance, phrases that are gender-neutral in English may not be gender-neutral in another language. To avoid having the application attempt to assume the gender identity of the caller and still use appropriate language constructions,​ reword such prompts to those that avoid a gender-sensitive reference to the caller, such as making the phrase about an object instead of a person, or to use a gender-neutral prompt that uses phrases that address “one” or “any person.” When it comes to concatenated prompts, each component must have the proper intonation, emphasis, pitch, and rhythm. This means the components will have to be recorded with final or non-final intonation. Also, because different languages have different sentence structures, it is possible that a one-to-one correspondence between the components of the concatenated prompts may not exist. For more on concatenation,​ see [[prosody|Prosody]]. A multilingual design requires that both linguistic and cultural differences be considered. This means that the language used and the mental model must be the one intended for the caller; this is accomplished by proper prompting and doing what is possible to avoid cultural insensitivity. For instance, phrases that are gender-neutral in English may not be gender-neutral in another language. To avoid having the application attempt to assume the gender identity of the caller and still use appropriate language constructions,​ reword such prompts to those that avoid a gender-sensitive reference to the caller, such as making the phrase about an object instead of a person, or to use a gender-neutral prompt that uses phrases that address “one” or “any person.” When it comes to concatenated prompts, each component must have the proper intonation, emphasis, pitch, and rhythm. This means the components will have to be recorded with final or non-final intonation. Also, because different languages have different sentence structures, it is possible that a one-to-one correspondence between the components of the concatenated prompts may not exist. For more on concatenation,​ see [[prosody|Prosody]].
  
-When conducting translations of the prompts, use a native speaker for each regional language. This means that the translator(s) should be familiar with both the language and the culture that the language developed in; this helps ensure the appropriate colloquial terms and phrases are used. Keep in mind, it is best to ensure that all changes that need to be made to the original English script are completed before the translation process begins. The prompts should also be sensitive to country-specific data, such as time zones and company-specific differences among countries the IVR will be used in. For examples of translations between English and Spanish, see [[spanish_examples|Spanish Translation Examples]].+When conducting translations of the prompts, use a native speaker for each regional language. This means that the translator(s) should be familiar with both the language and the culture that the language developed in; this helps ensure the appropriate colloquial terms and phrases are used. Keep in mind, it is best to ensure that all changes that need to be made to the original English script are completed before the translation process begins. The prompts should also be sensitive to country-specific data, such as time zones and company-specific differences among countries the IVR will be used in. For examples of translations between English and Spanish, see [[spanish_examples|Spanish Translation Examples]]. For more information on how to go about localization and translation,​ see [[localization|Localization]] and [[translation|Translation]].
  
 When picking a voice talent, attempt to find a speaker with a neutral or easy-to-understand accent / dialect. It may be best use a voice talent that has either spent a significant amount of time in or was born in the country / region the IVR will be used in, since that would make them most familiar with the way phrases should be pronounced. It may be necessary to use several voice talents, unless accented speech is not an issue. If multiple voice talents are used, or a single voice talent records in multiple languages, it is necessary that those coaching the voice talent ensure that consistency exists among the portrayed personas. Make sure stakeholders from the country or region agree that the voice talent for each language sounds authentic. For general information on voice talents, see [[voice_talent|Voice Talent]]. When picking a voice talent, attempt to find a speaker with a neutral or easy-to-understand accent / dialect. It may be best use a voice talent that has either spent a significant amount of time in or was born in the country / region the IVR will be used in, since that would make them most familiar with the way phrases should be pronounced. It may be necessary to use several voice talents, unless accented speech is not an issue. If multiple voice talents are used, or a single voice talent records in multiple languages, it is necessary that those coaching the voice talent ensure that consistency exists among the portrayed personas. Make sure stakeholders from the country or region agree that the voice talent for each language sounds authentic. For general information on voice talents, see [[voice_talent|Voice Talent]].
 ===== Language Selection ===== ===== Language Selection =====
-In order to avoid having the caller listen to a list of languages offered, set English as the default language. Start with an introduction in English, then follow it with instructions in the other supported language(s) for how the caller should indicate a different language choice. If possible, consider making language predictions based on a caller’s identification / customer profile, what you know about where they are calling from, or what language they have used before. However, always give the caller the option to select a different language. Strategies for providing personalized language offerings include: 1) dedicated phone numbers for each language, 2) upfront language menus, 3) automatic language identification using ASR, 4) caller line identity, and 5) computer telephony integration approaches. However, it is not necessary to employ a personalization strategy.+In order to avoid having the caller listen to a list of languages offered, set English as the default language. Start with an introduction in English, then follow it with instructions in the other supported language(s) for how the caller should indicate a different language choice. If possible, consider making language predictions based on a caller’s identification / customer profile, what you know about where they are calling from, or what language they have used before. However, always give the caller the option to select a different language. Strategies for providing personalized language offerings include: 1) dedicated phone numbers for each language, 2) upfront language menus, 3) automatic language identification using ASR, 4) caller line identity, and 5) computer telephony integration approaches. However, it is not necessary to employ a personalization strategy. For more information on language selection, see [[language_selection|Language Selection]].
 ===== Benefits of Multilingual Applications ===== ===== Benefits of Multilingual Applications =====
 It is worthwhile to note that a multilingual IVR can lead callers to be more empathetic. Using native speakers as voice talents for the IVR recordings can help callers with the same nationality feel more welcome, to trust the brand more, and to better understand the message, which all can increase user satisfaction. Furthermore,​ a multilingual IVR can be particularly useful when a portion of a company’s callers speak the default language as a second language. By providing multiple languages, the callers that do not have adequate fluency in the default language can still accomplish their tasks, and even do so more efficiently,​ because the language barrier can be eliminated by allowing them to select their native language. It is worthwhile to note that a multilingual IVR can lead callers to be more empathetic. Using native speakers as voice talents for the IVR recordings can help callers with the same nationality feel more welcome, to trust the brand more, and to better understand the message, which all can increase user satisfaction. Furthermore,​ a multilingual IVR can be particularly useful when a portion of a company’s callers speak the default language as a second language. By providing multiple languages, the callers that do not have adequate fluency in the default language can still accomplish their tasks, and even do so more efficiently,​ because the language barrier can be eliminated by allowing them to select their native language.