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multilingual_applications [2019/08/07 12:45] lisa.illgen_concentrix.com [Linguistic and Cultural Considerations] added links to localization and translation |
multilingual_applications [2019/08/07 12:47] (current) lisa.illgen_concentrix.com [Language Selection] added link to language selection |
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| 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. | ||