Nicky Hjerpe at Netcall explains how live translation works and how it can revolutionise contact centres.
Every day, contact centres around the world handle a wide range of customer queries. Many of these customers speak different languages, presenting a unique challenge: How do you deliver exceptional service when communication could be hindered by language barriers?
Hiring multilingual staff or working with third-party translators can be costly, time-consuming and often inefficient. What’s more, traditional translation methods can lead to delays, miscommunications and a lack of consistency across customer interactions.
What is Live Translation?
Live translation, also called real-time translation, refers to translating words or text into another language instantly as they are spoken or written. It’s commonly used in contact centres to help users communicate despite language differences.
Contact centre solution, Liberty Converse, leverages AI technology to eliminate language barriers in real-time. With live AI translation, agents can communicate with customers in multiple languages without the need for a human translator or switching between systems.
Whether handling a technical issue or a simple question, the AI capability translates customer messages instantly, allowing agents to focus on providing great service.
Let’s See Live AI Translation in Action
1: A customer opens the web chat on their travel agent’s website. They’re given a choice: Continue in English or connect with an agent in another language. They ask their question in Polish.
2: The chat comes through to the agent. Even though they don’t speak the language, they select “Turn on Live Translate.”
The system detects the language automatically and from that point on, every message from the customer is translated into English. The agent’s responses are automatically translated back into Polish.
3: The agent simply types in English and the conversation flows naturally for both sides. There’s no delay. No confusion. Just a clear, professional interaction from start to finish.
4: The customer quickly gets the information they needs about changing their flight, in the language they feel most confident using. And the agent? They’re able to help, even without speaking a word of Polish.
This blog post has been re-published by kind permission of Netcall – View the Original Article
For more information about Netcall - visit the Netcall Website
About Netcall
Netcall is trusted by organisations worldwide, with 9 out of 10 customers ready to recommend us. With Liberty Converse CX, you can streamline operations, enhance customer engagement, and achieve real, measurable results. Find out more about Netcall
Call Centre Helper is not responsible for the content of these guest blog posts. The opinions expressed in this article are those of the author, and do not necessarily reflect those of Call Centre Helper.
Author: Netcall
Reviewed by: Rachael Trickey
Published On: 2nd Sep 2025
Read more about - Guest Blogs, Netcall, Nicky Hjerpe
