Atos Integrates Real-Time Voice Translation Technology into Its Support Centers
Atos announces a partnership with Graia, a platform specializing in artificial intelligence, to deploy a bidirectional voice translation solution within its technical support services. The goal is to enhance multilingual communication for the 5 million users the group supports in over 100 languages, according to the press release.
Implementation of Real-Time Translation
The technology developed by Graia enables real-time voice translation between users and support agents, with each party speaking in their native language, the company states. The system is based on generative artificial intelligence, which transcribes and translates exchanges instantly while monitoring key expressions and suggesting culturally appropriate phrasing to agents. The tool also includes an automated call evaluation feature, aimed at ensuring consistent quality control and performance monitoring, the group details. Atos indicates that this solution particularly aims to address the challenges faced by non-English speaking users who struggle to express themselves accurately in English. Initially deployed in the context of multilingual support, the service will later be extended to integration and training pathways offered within the group's Digital Workplace offering.
Interest from Various Sectors
According to the press release, clients from finance, public services, retail, and healthcare sectors have already expressed their interest in this solution and have entrusted pilot projects to Atos. The group asserts that this integration aligns with its strategy to develop inclusive and scalable digital work environments. Graia's technology is expected to speed up the resolution of technical incidents by removing language barriers, while providing services tailored to the language, culture, and preferences of end-users, the company elaborates. This initiative is linked with Atos's Experience Operations Center (XOC), a service that identifies and resolves real-time issues related to employee experience, according to the group.
Strengthening Innovation in AI-Augmented Work Environments
According to Atos, this partnership aims to strengthen its position in the field of innovation in AI-augmented work environments. The group indicates that the integration of this voice translation technology should enable its teams to communicate more naturally with international clients, offering localized and intuitive digital experiences. Atos specifies that it operates under two brands: Atos for services and Eviden for products. The group boasts nearly 67,000 employees and an annual revenue of nearly 10 billion euros, with a commercial presence in 61 countries. Atos SE is listed on Euronext Paris.
