Middle Eastern Bank: Enhanced Customer Support Service
Challenge
Many clients who visit the bank branches speak languages that the employees do not understand, preventing them from offering financial services. This language barrier prevents the bank from capitalizing on additional revenue opportunities.
The bank* needed a solution to this problem that would also adhere to strict data protection regulations, making cloud solutions unsuitable.
*The company's name is not disclosed in compliance with confidentiality agreements.
Solution
Product: On-Premise Speech-To-Text Machine Translation Software
To address this issue, the bank implemented Lingvanex’s on-premise software, featuring offline speech-to-text conversion capabilities.
The system is deployed on the bank’s server, with a handheld device connected to it for bank employees to access speech recognition and translation functions. When a foreign-speaking client visits, the bank manager provides the device, allowing the client to select their language and begin the conversation. The client’s speech is transcribed and translated into the employee’s language, and the employee’s speech is similarly transcribed and translated into the client’s language, displayed on the device.
This local processing ensures that customer data remains secure while facilitating seamless communication.
Results
With the integration of the Lingvanex solution, the bank has significantly improved service quality for foreign clients, leading to an expansion of services offered and, consequently, an increase in revenue.
This enhanced customer experience has also strengthened client relationships and increased customer satisfaction, positioning the bank as a more inclusive and customer-focused institution.
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