Join Kieran Devlin from UC Today as he sits down with Gonçalo Gaiolas, Chief Product Officer at DeepL, to discuss the company’s strategic expansion from text-based translation to real-time voice.
As DeepL introduces its new Voice API, this session explores why this technology is a game-changer for enterprise contact centers. It’s not just about converting words; it’s about capturing intent, tone, and the human element in high-stakes customer interactions.
In this session, we move beyond the hype of generalist LLMs to understand why specialized AI is crucial for mission-critical business communications. Gonçalo breaks down how DeepL is tackling the unique challenges of voice translation—from preserving emotional nuance to adhering to strict data sovereignty laws.
Key discussion points include:
- Solving the "Empathy Gap": How DeepL’s Voice API allows agents to hear original audio cues (like sarcasm or hesitation) alongside the translation, ensuring they don't miss the human context behind the words.
- From Cost Center to Revenue Generator: Why enabling agents to speak in their native language reduces cognitive load, leading to higher call completion rates and better sales outcomes.
- The End of Language-Based Geographies: How real-time voice translation allows Operations Directors to hire for talent rather than language skills, potentially reshaping the physical footprint of global contact centers.
- Security in the Age of Voice: A look at how DeepL applies its rigorous European privacy standards—including data minimization and no-training policies—to sensitive biometric voice data.
