Breaking Down Language Barriers with Live AI Translation in Liberty Converse

20th May 2025

by Nicky Hjerpe

Every day, contact centres around the world handle a wide range of customer queries. Many of these customers speak different languages, presenting a unique challenge: How do you deliver exceptional service when communication could be hindered by language barriers?

Hiring multilingual staff or working with third-party translators can be costly, time-consuming and often inefficient. What’s more, traditional translation methods can lead to delays, miscommunications and a lack of consistency across customer interactions.

In this article, we explain how live translation works within Liberty Converse and how it can revolutionise contact centres.

What is live translation?

Live translation, also called real-time translation, refers to translating words or text into another language instantly as they are spoken or written. It’s commonly used in contact centres to help users communicate despite language differences.

Our contact centre solution, Liberty Converse, leverages AI technology to eliminate language barriers in real-time. With live AI translation, agents can communicate with customers in multiple languages without the need for a human translator or switching between systems. Whether handling a technical issue or a simple question, the AI capability translates customer messages instantly, allowing agents to focus on providing great service.

Let’s see live AI translation in action

1: A customer opens the web chat on their travel agent’s website. They’re given a choice: Continue in English or connect with an agent in another language. They ask their question in Polish.

2: The chat comes through to the agent. Even though they don’t speak the language, they select “Turn on Live Translate.” The system detects the language automatically and from that point on, every message from the customer is translated into English. The agent’s responses are automatically translated back into Polish.

3: The agent simply types in English and the conversation flows naturally for both sides.

Agent view

There’s no delay. No confusion. Just a clear, professional interaction from start to finish.

Customer view

4: The customer quickly gets the information they needs about changing their flight, in the language they feel most confident using. And the agent? They’re able to help, even without speaking a word of Polish.

See how live AI translation can revolutionise your contact centre

Live AI translation in Liberty Converse is a major step forward for contact centres. By enabling agents to communicate effortlessly with customers in multiple languages, organisations can expand their reach and offer seamless, real-time support, without the high costs or delays associated with traditional translation methods.

With real-time accuracy, speed and ease of use, Liberty Converse empowers your team to provide a truly inclusive service, breaking down language barriers and improving overall customer satisfaction.