AI-powered language operations platform Unbabel has integrated with Zendesk to offer real-time translations across messaging channels.
The integration will enable customer support agents to further leverage Zendesk’s suite of support tools through multilingual translation.
Zendesk will add Unbabel to its messaging solution, enabling agents and customers to communicate in multiple languages.
Vasco Pedro, Co-Founder and CEO of Unbabel, said: “We believe language is the way to create universal understanding between cultures, companies, and customers around the world, and the newest integration with Zendesk messaging is another step toward this goal.”
“This integration results in a valuable business tool that’s easy for anyone to use and that allows agents to work across Zendesk channels to instantly translate any conversation without being restricted to the channel in which the customer initially made contact.”
The integration aims to provide flexibility and agility to customer support agents by delivering an omnichannel service in real-time and in any language.
Combining hybrid AI with human editors, Unbabel lets agents communicate with customers in their native language from their first interaction and throughout their journey.
The integration also includes a variety of channels, such as social media, email, or WhatsApp.
Tim Marsden, Sr. Director of Technology Partner Ecosystem at Zendesk, said:
“Imagine walking into a store, being welcomed and supported by the seller, in your native language, and not needing to explain who you are, what you’re looking to purchase, solve, return, or anything else.
“With Unbabel and Zendesk, you could replicate this unparalleled customer experience across your customer’s favorite digital channels. It’s hard to think of a more powerful way to build strong conversational relationships.”
To explore the new functionalities of the integration, businesses need to have an account with Zendesk Suite, along with the Team plan tier subscription.
Elsewhere, Unbabel was named a winner in the Best Use of AI category at the 2022 CX Awards.