Multilingual Conversational AI and Pre-Build Knowledge
Reading, writing, speaking and the development of language in cultures around the world has driven human civilization forward for thousands of years and harnessing its power to create meaning, stir emotion and share information is critical for businesses operating in an increasingly digital and globalised world.
Organisations operating in multiple countries must now contend with significant complexities and nuances associated with language and how to communicate with consumers that speak different languages.
However, with 86 languages supported and regular updates made to its linguistic library, Teneo is a conversational customer experience tool built to accommodate the full scale of human communication.
(All languages listed, here)
A recent update to the SaaS platform saw pre-built knowledge of Bulgarian added, allowing new and existing users to develop solutions faster and more efficiently in the Balkan language.
In this article, we´ll explore the importance of such updates and why it is relevant to businesses’ operating in both single and multiple languages.
Multilingual Conversational AI must be Supported
International businesses that cover multiple regions face numerous challenges, one of which relates to localised v global approaches to communication.
A localised approach to communication means that a business uses native language and a culturally relevant style to speak to its customers.
The advantages of this approach are clear.
“If you talk to a man in a language he understands, that goes to his head. If you talk to him in his own language, that goes to his heart.”
For example, a study conducted by researchers from Stanford University found that products in Japan sell better if their advertising includes polite language and words that invoke cultural traditions or authority.
A machine learning technique was used to analyse more than 90,000 food and health-related product descriptions and their sales data on the Japanese e-commerce marketplace Rakuten.
The more of those keywords a description contained, the better the product sold.
“If you’re trying to persuade people to do something, or buy something, it seems to me you should use their language, the language in which they think.” David Ogilvy.
However, there are challenges associated with achieving a truly localised approach when depoying conversational customer experiences.
Picture a company based in the UK and operating in 20 different territories. This company has successfully built, deployed, and enhanced its chatbot for the British market, achieving successful results in conversation rate and sales.
If this company operated across Europe, it would naturally want to expand its chatbot to the likes of France, Germany, Spain, Italy, Poland and the various other nations across the continent.
However, millions of consumers living in these countries would not speak English and would have unique characteristics related to their culture.
As exemplified by the Stanford study, even if they did speak English they might not respond in the same way as a British person would from a messaging perspective. The British might respond to humor and sarcasm more than a Spanish person, for example.
Therefore, being able to utilise a multilingual Conversational AI is critical for organisations looking to succeed and scale up in new territories.
More work is required for this approach, however, the rewards are likely to be significant and will also provide a major competitive edge if the correct investment is made.
In order to fully understand how to deploy a multilingual Conversational AI solution, Conversational AI specialist Agustin Etman explains more, here.
How Pre-Built Knowledge Supports Rapid CCX Deployment
If a business wants to create conversational customer experiences (CCX) quickly and efficiently, having access to pre-built knowledge in multiple languages provides a significant advantage and speeds up the process of deployment.
For example, instead of having to write out individual automated responses in Bulgarian, Teneo users will now be able to select a whole library of pre-built answers, terms and expressions.
Pre-built Knowledge is considered relevant for any project domain and any type of solution because it enables developers to get up and running with a new solution quicker as it allows the project team to focus only on project or domain specific needs.
Effectively, an organisation will be able to build a chatbot or voice assistant 80% faster than usual with the support of pre-built knowledge. With the addition of Bulgarian pre-built knowledge, businesses can now expand and deploy in this key Balkan region faster than ever.
Why Bulgarian Pre-Built Knowledge?
Bulgaria may not be the largest or powerful country in Eastern Europe, however, as a hotbed of IT talent and being based in an area with the highest capital efficiency on the continent, the region is developing at a strong pace.
According to research by Noble Hire, the average salary for IT roles ranges between EUR 25,000 and EUR 30,000. The Bulgarian software association estimated a 10% growth of the software industry in 2020. Around 70,000 people work in the sector, which is 2.3% of the total number of employees in Bulgaria.
This indicates that A higher volume of Conversational Designers may come from Bulgaria over the coming years and as the nation develops, more and more businesses will want to utilise conversational customer experiences in order to communicate and engage with users that speak Bulgarian.
With the lowest rate of corporation tax in Europe (10%), the country could become a hotbed for large enterprises and start-ups alike in years to come.