Live Chat Translation: How Industries Can Benefit

By Danny May
CEO, Lingmo International

Discover why Live Chat translation is a necessity for your customer support strategy.

Imagine being able to communicate with your online website visitors who speak a different language and have a seamless Realtime live chat between different languages.

Any industry who markets online needs to communicate with their website visitors and interact with them quickly and efficiently to promote their products and brands. However, what happens to the service and experience when your customer speaks another language? It could mean you lose the sale or there is a huge delay responding which triggers the online visitor to leave the chat and go to a competitor.

Customer experience and engagement is a high priority for most, if not all online businesses so therefore interactions need to be fast and professional no matter what language the customer speaks.

Disrupting traditional Live Chat software

Traditional live chat systems are unable to perform multi-language two-way smart chats. Lingmo have pushed the boundaries to assist companies by understanding their pain points when communicating with customers who speak another language. Our AI-powered live chat translation software enables users to type in their own language and receive instant replies in the same language even if the live chat agent does not speak the customers language.

How Lingmo Live Chat works

Lingmo Live Chat is a multi-language online communication and help desk software that enables your business to interact with your foreign speaking website visitors in 80 languages. The translation software lets your online visitors select their language from a list of 80 languages, type a question into the chat window in their mother tongue and then receive all replies in their native language too.  

The live chat agents receive the chats in their own pre-selected language. This allows the agents to easily and quickly reply to several messages in their own language without trying to decode and translate them. Once the agent has replied, the message in automatically translated back into the online visitor’s language for them to easily and quickly read and respond to.

Benefits of live chat translation for Industries

Implementing Lingmo Live Chat allows industries to interact with foreign speaking website visitors hassle free without worrying about the language barrier.

Below are some key industries who can easily benefit from adding translation to their live chat and reach foreign speaking customers by simply adding our technology to their website or application.

Travel and Accommodation Services

• Online booking is the preferred choice for travellers
• Provides a productive communication tool to engage foreign speaking travellers
• Effective for more than just pre-booking. Good for feedback and checking in on clients
• Keep customers updated with new destinations, new offers and in-house sales
• Increase conveniences, build satisfactions, increase sales and cut costs.

Online Healthcare

• Digital assistance for foreign speaking patients who can’t come into a clinic or practise
• 24/7 assistance to support foreign speaking patients with small queries or uncertainties
• Opening the doors to better and more effective communication
• Physicians can write referrals and maintain follow-up’s regarding outpatients
• Ease clinic congestion and remain up to date on clinical care

Education

• Support international online registrations, helps with support and questions 
• Provide digital assistance from lecturers to assist foreign speaking students
• Effective tool for feedback and extra tuition
• Keeps foreign speaking students engaged and on task
• Increases convenience, diversity and enrolments from overseas
• Adheres to policies about fair and equal teaching for all enrolled students

E-Commerce Business

• Engage global online visitors with information and support
• For e-Commerce, communication is equally as important as sales and marketing
• Localise content and information to increase brand loyalty and customer experience
• Offer 80 languages to online visitors to increase their purchase habits
• Expand into new international markets by speaking online visitors’ languages

Banks

• Interact with foreign speaking investors and customers by answering questions and concerns in Realtime
• Build a personalised 24/7 service for new and existing customers foreign speaking customers
• Decrease call volume and wait time
• Increase conversation rate with online mortgage and bank account applications
• Recommend products and assist with application process
• Reduces time of face to face meetings without losing the human touch

Energy and Telcos

• Instantly support customers by redirecting chats to different departments
• Increase brand reputation by offering excellent customer service, support and engagement
• Assist foreign speaking customers quickly and easily
• Reduce time and improve business productivity
• Deliver a perfect customer care experience by chatting to online visitors in any of Lingmo’s 80 languages.

Add Live Chat Translation to your Live Chat

Live Chat translation technology enables businesses to:

• Interact with foreign speaking customers in 80 languages
• Quickly address customer questions, demands and expectations in any of Lingmo’s 80 languages
• Increase online sales with foreign speaking website visitors
• Directly communicate with website visitors in their own language
• Deliver translated information and assistance in Realtime
• Improve customer experience and enhance customer care
• Add a human touch to improve customer engagement
• Integrate with pre-existing Live Chat and Chatbot/Virtual Assistants

Thinking about bringing language translation solutions to your company?

Digital language translation and speaking with your customers in their own native language is key to scaling business locally and internationally. If you are keen to learn more about Lingmo’s live chat translation software and want to benefit from speaking your customers language, contact us and see how easy it is for your business to start a conversation in 80 languages.

We are AI-Powered translation software solutions experts. Check our services to see how you can take your business global.

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High-tech AI empowers people with better language translations

By Danny May
CEO, Lingmo International

While on a business trip to China, my passport was stolen. I wasn’t sure what to do, so I approached a policeman for help.

The poor performance of the translation app I downloaded led to the policeman going for his gun and my colleague running away in fear. Instead of saying “hello, how are you”, I said “hello, I love you.”

I knew I couldn’t be the only person who had had problems while traveling because I didn’t speak the local language. Something better needed to be done.

Enabling better beginnings with Watson APIs

Before I founded Lingmo, I was a plumber. After my close call in China, I spent a lot of time studying everything I could about translation services, AI and machine learning.

In my research, I found that the two biggest problems with translation services were accuracy and latency time. I knew AI could help with both. So, we sold our house and I created Lingmo.

My team and I began by using our own machine learning, algorithms and data—with terrible results. It took roughly 50 seconds for a translation.

That’s when we turned to IBM. Once we starting working with Watson Language and Speech APIs, we found that system training went 50% faster. We also increased accuracy, including with dialects and slang. The more data we entered, the better the results.

One of our key differentiators that helps with accuracy is that we don’t do word for word translation because this often leads to unintelligible results. Instead, we use AI for speech recognition that puts what’s said into linguistic context. This cuts down the possibility of error tremendously.

Expanding services and offerings

In June 2017, we launched a device called Translate One2One, which is the first independent translation interface. This would have been impossible to put into devices had we not addressed accuracy and latency time issues with AI.

Talk2You, which we released in April 2018, is the world’s first for instant translation voice messaging. It works like WeChat, WhatsApp or other instant messaging platforms where you can leave a voice message for someone, but ours also enables translation from one language to another through the process.

These types of services are real game-changers for CEOs who, for example, can now instantly deploy messages to teams across the world.

In addition, we custom build our code to suit large organizations like airlines, where specific terminology is needed.

Making a difference, one language at a time

Our systems are being used in more than 36 countries. At the moment we offer translation in ten languages: Arabic, Chinese, English (U.S. and U.K. dialects), Italian, Japanese, Spanish, Brazilian, Portuguese and Korean. This covers roughly 85% of the world’s population.

We launched Lingmo because we wanted to empower people—whether you are one of the most well-known CEOs in the world, or if you’re someone who just wants to go on a once-in-a-lifetime trip. Whether for work or leisure, removing linguistic barriers is our goal.

Hello, I Love You

By Danny May
CEO, Lingmo International

“Hello, I Love You” is why I started Lingmo International.

My story started in China when I had my passport stolen and I tried to communicate with people to ask for help and get directions to the local police station. Failing miserably purely because my hand gestures, miming and pointing were not working.  Not to mention I looked odd dancing around the street!

I felt completely lost and alone, and didn’t know how I could communicate to the crowds of people near me because I knew they didn’t speak my language. It was a daunting feeling when you are in a foreign country and don’t speak any other language.

I decided to download a translation app (now competitor!) and thought this would solve my problems and get me to where I needed to go. While I was waiting for the app to download I spotted a local police officer so with my app in hand, I headed towards him with a new-found confidence knowing I would be able to communicate with him. “Hello, how are you?” I said into the translation app and waited for the translation to play for the police officer to hear. Now this is where it went horribly wrong. 

What the police officer heard was obviously not what I had asked as he looked very angry and I was scared, really scared. I looked down at the translation that he had heard and read the English text only to find to my horror that I had said to the police officer “Hello, I love you”.

I was frozen and as the police officer’s hand went down towards their gun. I really thought I would be thrown in jail.

Luckily, I wasn’t shot or arrested but I did find the Australian Consulate in the end, through miming and pointing, and got everything sorted.

After my ordeal, I recalled the event and the one opportunity I had to ask for help failed me. The translation app had not translated my questions, had not detected my accent or dialect and the speech recognition obviously did not work.

From that day on, I was on a mission to develop a translation device that would not give the same results I had experienced in China because I didn’t want anyone else to go through what I had been through.  Now this was easier said than done, considering I was a plumber by trade with no formal qualifications in technology or developing software. Honestly I knew that this was outside of my comfort zone, I was told I was crazy for even considering such a project, but I felt so strongly about helping people I buckled down and started my research.

That was 3 years ago and through selling my family house to initially fund Lingmo International, bringing on 2 partners, building a development team, hiring staff and opening international offices, the dream of bringing a tangible translation solution to disrupt the global language barrier has grown steadily and is being adopted by the B2B and B2C market.

It has not been easy, in fact it has been very challenging but that the passion my team and I have keep us driving forward. We understand the high’s and low’s and with each knock back we grow, we learn, and we build on what not to do!

It’s been incredible to see where we started to where we are now. For me, it’s all about changing people’s perceptions and giving them a solution. Whether it is for cross-border communication, internal communications, a tool for travelers or a method of learning a new language, our products are developed to give people the flexibility to understand one and another no matter what language they speak.

So in a way ‘Hello, I Love You’ will always resonate with me.  If I hadn’t declared my undying love for that police officer I would have never experienced the opportunity to be an entrepreneur and more importantly, would not have been able to help bridge the language barrier gap.

For more information visit our website: https://lingmointernationalnet.wpcomstaging.com/  

About Danny May
Danny May founded Lingmo International when he was still working full time as a plumber. He formed the start-up with no prior knowledge of how to set up a company and had no technical industry background.  After a lot of handwork, research and a lot of late nights, Danny now has a thriving start-up and has a dedicated team who share his vision allowing Lingmo to break down the global language barrier with their intuitive translation technology. Danny thrives in mentoring people who are keen to start their own business. His focus areas are fund raising and letting people know you don’t need to be knowledgeable in your chosen industry to form a business.

Top 5 tips for starting a successful startup

By Danny May
CEO Lingmo International

What is an entrepreneurial start-up?

Typically, an entrepreneurial start-up is an emerged business/company sharing the similar aim of meeting a marketplace need and engaging consumers by developing hardware, software, service etc. But people wonder how can your start-up become successful? Danny May, CEO and Founder of Lingmo International shares his top 5 tips for Start-ups and Entrepreneurs.

Keep looking forward

‘Never give up’! The majority perceive this as a cliché, however, to gain success in a start-up business this statement should be put into continual action. Danny echoes this cliché through all his productivity. He says “when you start something, you will always fall but when you do make sure you fall on your back so you remain looking up and can get up and keep moving forward.” Although it is tough, believe in your start-up, stayed focused on your idea and when you do fall you will grow stronger and learn from the mistake at hand.

Bounce Back

Being an entrepreneur is followed by continual criticism and varied opinions. Therefore, a key to being successful in a start-up is to be strong. Danny says “have tough skin, don’t be damaged by whatever people throw at you.” The key characteristic of a successful entrepreneur is passion and dedication. Despite what people say, always believe in yourself and your innovation. Be passionate and once it’s paid off, you can be proud of your achievement. Quite often the people that criticise don’t understand the idea in the first place.

The Vision

Success is purely driven by a vision. Setting a clear vision takes time and involves market research.  It is supported by thinking out of the box and trying new things. Even along your journey, your vision can alter greatly. Also, work with what you’ve got and use your time wisely. Danny believes the difference between someone who is successful and someone ‘who is broke’, is successful people know how to use their time wisely. One thing in common is that we have 24 hours per day but it’s how you use that time productively that confirms how successful you will be.

What is Normal?

Modern society sadly is formed by stereotypes and human categorisation, however, don’t let this stop you from setting out and starting your own business. Just because you don’t have the stereotypical appearance for example of a tradie, a developer or your desired interest, doesn’t mean you can’t do great things in that industry. If you have a driven passion and dedication towards your start-up business, that is all you need. Being a former plumber, I was told that I would not fit into the tech world because I had no experience nor did I ‘look’ like a developer or engineer.

Challenge yourself

You don’t need to have a Harvard Degree to create hardware, technology or a service. You need commitment. Do the research, get the product or service correct, and trial and test each step with external people. Put yourself in the consumers or clients shoes and see it from their eyes. Work in silence, get things done and let the results show.  You may not get it right at first, however, with the right mindset you can achieve great things.

For more information visit our website: https://lingmointernationalnet.wpcomstaging.com/  

About Danny May
Danny May co-founded Lingmo International when he was still working full time as a plumber. He formed the Australian translation start-up with no prior knowledge of how to set up a company furthermore, he had no technical industry background.  After a lot of hardwork, research and many late nights, Danny is proud to manage a thriving AI-Powered translation solutions start-up and has a dedicated team who share his vision.  This vision enables Lingmo’s software to break down the global language barrier with their intuitive Realtime translation technology. Danny thrives in mentoring people who are keen to start their own business. His focus areas are fundraising and letting people know you don’t need to be knowledgeable in your chosen industry to form a business.