Unbabel and Zendesk Now Offer Multilingual Customer Service

Unbabel and Zendesk Agent Workspace announced on June 29 their new translation partnership. Unbabel, an artificial intelligence (AI)-powered language operations platform, is now integrated within the Zendesk Agent Workspace, a platform for customer service agents to chat with customers virtually; this integration means that companies using Zendesk Agent Workspace for their customer service needs can now use Unbabel to easily communicate with customers in their native language, as it offers support in about 95 language pairs.

Edmund Ovington, Unbabel’s vice president of strategic alliances. (Photo courtesy of Unbabel)

“Unbabel is the first translation partner for Zendesk Agent Workspace,” said Edmund Ovington, the vice president of strategic alliances at Unbabel, in an email statement to MultiLingual. “This new integration lets agents communicate with customers in multiple languages instantly and seamlessly across Zendesk channels — all within a single interface. With the new Unbabel integration, customers now get the complete Zendesk omnichannel experience, all in a single dashboard, so organizations can deliver timely, multilingual support.”

The integration includes a number of new features to the Zendesk Agent Workspace which allow customer service agents and clients to access real-time translations and mitigates communication difficulties that might arise as a result of any potential language barriers between both parties. 

The Unbabel widget available in the Zendesk Agent Workspace includes an embedded button that automatically translates messages, allowing for quicker response times. Additionally, the widget provides customer service agents with status updates about the translations, informing them of potential errors, a feature that Ovington believes will allow agents to stay aware of certain developments and take action wherever necessary.

“Things have shifted, technology deployments have to move faster and at a bigger scale, customer-loyalty is harder to come by and operational demands are more intense than ever,” Ovington said. “The new offering from Unbabel and Zendesk addresses the needs at the forefront of the enterprise instead of the previously year long change management programs that were needed to use technology in a meaningful way. We offer deep value together in a fraction of that time.”


Andrew Warner
Andrew Warner is a writer from Sacramento. He received his B.A. in linguistics and English from UCLA and is currently working toward an M.A. in applied linguistics at Columbia University. His writing has been published in Language Magazine, Sactown Magazine, and The Takeout.

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