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The Need Of Multilingual Chatbots In Modern Business World

# chatbot, #multilingualchatbot, #multilingualbots

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Jay Anthony

05 March 20228 min read

The Need Of Multilingual Chatbots In Modern Business World

Chatbots are evolving into something that customers and businesses want, such as going local and speaking to customers in any language they want.

According to a survey, 69 percent of consumers prefer chatbots for quick communication with brands. This figure should not be too concerning because people are now more than willing to incorporate a dash of AI into their daily lives. And, because chatbots fall under the self-service category, the need for them is greater than ever. But English dominating conversational chatbots might hinder the growth of businesses on a global level as only a few percentages of people in this world speak English as their first language.

Given the growing number of chatbot users and the importance of localization in any business, chatbots have evolved to a point where they can understand and store data and converse in the customer's preferred language.

The need for a multilingual Chatbot: Not everyone in this world speaks English. Statistically, only 1.5 billion of the world's 7.5 billion inhabitants speak English, 20% of the total population. Furthermore, the majority of them are not native English speakers. Only 360 million of the 1.5 billion people speak English as their first language. Though the AI chatbot has seen massive growth in recent years as every business considers the customer experience the most important factor in their development, the post-pandemic world necessitates adding more changes to the business model.

Every business now needs to have an online presence, and there are over 24 million e-commerce stores worldwide. Any user can visit any website, but it's not possible to change the website's content in every possible language.

So, to conclude, businesses are deploying multilingual chatbots to ease communication with customers.

Benefits of a multilingual Chatbot: The significant advantage of a multilingual chatbot is that customers can converse in their native language. This, in turn, would improve any business's customer experience, raise their CSAT score, and lower their churn rate.

Implementing a chatbot would not only help with the multilingual aspect, but it would also help businesses avoid the increased workforce, time, and cost associated with training employees to speak in multiple languages.

Enter Hinglish: The digital revolution in India has exponentially expanded the country's Internet user base to include a large number of non-English speakers who outnumber English speakers. While Hindi and English are more widely spoken than all other vernacular languages, they have given rise to a new language: Hinglish, which has more than 350 million speakers compared to only around 125 million English speakers.

So, Hinglish is a combination of Hindi and English; the customer can ask questions to the chatbot in any of the below combinations:

· Language Hindi with Latin script

· Language Hindi with Devanagari Script

But the younger generation of semi-urban and rural areas are more comfortable in the first one.

A study back in 2018 examined 1.5 million Hinglish (English-Hindi sentences) tweets from a 1.9 million sample, accounting for 1% of all tweets. While Twitter is an English-dominant medium with a percentage of Hinglish usage ranging from 1% to 5%, mediums such as WhatsApp have a much higher communication rate in this language.

So now, sales, marketing, and communication teams believe that chatbots should process 'code-mixed' languages across industries in India. These languages usually include an English line with a couple of Hindi words and vice versa and enter Hinglish.

How does it Work: To understand the technology behind Hinglish chatbots, we can take the example of the Haptik Multilingual Chatbot powered by Linguist Pro. It can be divided into three main steps.

Language auto-detection: When a user initiates a conversation in Hinglish, a Haptik multilingual chatbot automatically detects the language in the first three messages and understands that the user prefers to read Hindi rather than English for the remainder of the conversation.

Natural Language Understanding with Transliteration: Haptik's proprietary NLU engine transliterates the Hindi text in Latin script to Devanagari script to better understand what the user wants to say in the query. Once the translation is complete, the NLU engine employs deep machine learning algorithms to comprehend the question in Hindi and provide an accurate response.

Respond in preferred language: Brands can select Hindi or Hinglish as their bot language to resolve and respond to user queries without the need for a human agent.

Final Word: Personalization is essential when communicating with customers. According to a survey, 80 percent of shoppers are more likely to buy from a company that provides personalized experiences. Speaking in their preferred language leaves the customer content and deeply satisfied. Thus, going online or expanding globally necessitates a company's ability to connect with customers regionally, and multilingual chatbots will assist with this and help to drive a smooth transition. In India, Hinglish adds a sense of pride by implying that the individual is locally grounded because they can converse in Hindi and modern because they can speak in English.

In the end, we can conclude that multilingual chatbots are the need of the hour because they provide a personalized experience to the customer.

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Concluding message

A well-designed website for users with disabilities is a site that is more accessible to use for all types of users.

A well-designed digital business can easily explain the process of online buying and selling for users with disabilities and can add more value to the business.

Therefore, add some mint into the users’ cup of tea and provide an accessible zest to your digital assets by making it more compliant.

Feel free to get in touch with TECHVED Consulting!

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WRITTEN BY

Jay Anthony

Marketing Head | TECHVED Consulting India Pvt. Ltd.

He led efforts to develop a fully integrated marketing communications plan and growing team. He is responsible for successful corporate re-brand and update of all branded assets.

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