In this article, you will find information about how your virtual assistant's translations work. Understanding how translations are implemented and utilized will allow you to provide an effective and personalized customer service experience to travelers interacting with your chatbot.
Covered Topics
How do translations work in the robot?
Service channels and language detection
How do translations work in the robot?
Translations play a crucial role in facilitating smooth communication between your virtual assistant and travelers seeking information and assistance from all around the world. The robot's responses are configured based on a default language, which encompasses the entire structure of the chatbot as well as the questions answered in the questionnaire by the hotel itself. Currently, we offer default languages in English, Portuguese, and Spanish. To cater to other languages, simply get in touch with our team during system implementation or at any time through support. Once deployed, your virtual assistant will instantly use automatic translation based on the default language, adapting to the language of the service channel used by the traveler.
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💡 Tip: To identify your robot's languages, simply access your administrative panel's Settings > Translations tab. On the same screen, you will see the default language and the "translatable" languages.
- Default Language: The language in which your questionnaire was answered; in other words, how your robot learned to respond to your travelers.
- Translation Language: Languages that your robot is capable of translating automatically. There's no limit to translation languages, and you can request as many as necessary based on the nationalities your hotel typically receives.
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Available Languages
Below is the list of languages currently supported by our tool. If you wish to add any language to your robot that is not yet on this list and is strategic for your business, simply inform our support department.
- Amharic
- Arabic
- Catalan
- Czech
- German
- English
- English (Australia)
- English (India)
- English (United Kingdom)
- Spanish
- Spanish / Castilian (Argentina)
- Spanish / Castilian (Mexico)
- French
- Irish (Gaelic)
- Croatian
- Italian
- Hebrew (עברית)
- Romanian (Romanian Language)
- Hungarian
- Polish
- Portuguese (Brazil)
- Portuguese (Portugal)
- Turkish Greek (Greek)
- Russian
- Bengali
- Mandarin
- Japanese
Service Channels and Language Detection
Web Chat
In the web chat channel, the robot is capable of detecting the traveler's language based on the user's browser language settings. When accessed through a smartphone, the language is detected through the default language settings of the user's smartphone operating system. This allows the virtual assistant to respond appropriately in the traveler's preferred language, ensuring effective and personalized communication.
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🔍 Note: In case traveler wishes to change the language during the conversation, they can click on the globe icon at the top of the window. By choosing one of the languages, the conversation will restart with the new setting.
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In WhatsApp, language detection is done through the traveler's Country Calling Code (DDI). With this information, the robot identifies the appropriate language for interaction and responds accordingly. If the user has a number from a country with a language not yet supported by our tool, the virtual assistant will respond in English by default.
When interacting with travelers through Facebook, the robot detects the user's preferred language based on the language settings of the traveler's Facebook account. This ensures that the virtual assistant's responses are delivered in the correct language, optimizing the traveler's experience. Similar to WhatsApp, if the language of the user's profile is not yet available in our tool, the robot will respond in English.
In the Instagram channel, the virtual assistant responds exclusively in the default language of the company in our system.
Google Business Messages
Similar to Instagram, in the Google Business Messages channel, the virtual assistant responds exclusively in the default language of the company.
Language Conflicts
When the traveler sends messages to the robot in a different language, on a second attempt, our virtual assistant demonstrates its efficiency by automatically recognizing the new language used by the traveler. With an intelligent approach, the assistant proactively suggests a language change in the interaction, ensuring a personalized experience in each interaction. This not only facilitates communication but also highlights the commitment of our virtual assistant to meet individual language needs of the travelers.
See below for an example. The robot is configured in Portuguese while the traveler sends messages in Spanish. In these situations, it will follow the following flow:
- Traveler's message in Spanish;
- Answer in English, informing that the robot didn't understand the message;
- Traveler's second message in Spanish;
- Robot's answer suggesting a language change;
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🔍 Note: In these contexts, your virtual assistant will be able to detect and suggest only the languages made available in your company. To add other languages, contact our support team.
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Conclusion
Understanding the workings of robot translations is essential to providing an exceptional customer service experience to travelers interacting with your virtual assistant. By customizing responses according to the traveler's preferred language, you ensure effective and relevant communication, contributing to customer satisfaction and enhancing your hotel's image. Be sure to use language detection settings across different service channels to offer a consistent and professional experience in all traveler touchpoints. If you have additional questions or need assistance setting up translations in your virtual assistant, our support team is ready to help. Together we continue to transform the future of hospitality with innovative technological solutions and exceptional service.
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