The Universal Language Services contact center connects professional language interpreters with patients and healthcare providers.
The challenge was to develop a complex agent routing system that would pair interpreters with users based on language, skills, and cultural requirements in a matter of seconds, while at the same time handling both inbound and outbound communication.
The system also required a user-friendly interface tailored to various roles, allowing administrators to monitor performance metrics such as latency, voice/video clarity, and translation accuracy.
How We Helped:
Leveraging AI and machine learning, our team built an intelligent, scalable platform that reduced the need for excess staffing while maximizing operational efficiency. Our solution offered:
- AI-Powered Agent Routing: Optimized translator pairing based on language and cultural factors, ensuring the best match for each session.
- Streamlined Queue Management: Efficient handling of both inbound and outbound calls, minimizing wait times.
- Multi-Tenancy Support: A flexible system that accommodated multiple roles, including patients, providers, and administrators.
- Tailored Dashboards & Metrics: User-specific dashboards offering insights into call duration, translation quality, and system performance.
- Robust Infrastructure: Built-in telephony, database modeling, API integrations, and CI/CD processes, ensuring reliability.
Key Features:
- Language-based routing for 200+ languages
- In-chat questionnaires and forms
- Real-time metrics on call clarity, translation accuracy, and usage
- Low-latency video/audio conferencing for up to 8 participants
- Mobile companion app for easy access
Universal Language Services successfully optimized their contact center, requiring fewer agents while maintaining high service standards.
Schedule a conversation with us to see how this team can improve your customer success!
