Taiwa translates customer calls and written messages in real time. An agent and a customer can each speak and write in their own language.
The parts of Taiwa
| Part | What it does | Who uses it |
|---|---|---|
| Admin portal | Users, translation providers, terminology, limits, privacy rules and billing for the whole organisation. | Administrators |
| Chrome extension | Translates calls in a browser softphone, and translates messages in your helpdesk. | Agents |
| Windows app | Translates calls in any call app on Windows, through Taiwa's own audio devices. | Agents |
| Taiwa for Zendesk and Taiwa for Freshdesk | A panel in the ticket sidebar that shows and controls the extension. | Agents |
An agent needs the extension or the Windows app. See Choose between the browser extension and the Windows app.
How a call is translated
- The customer speaks. Taiwa sends the audio to your translation provider.
- You hear the customer in your language. You can also read the words in the transcript.
- You speak. The customer hears you in their language.
The original voice stays in the background, at a low level. You can change that level, or mute it.
The call audio goes straight between the agent's computer and the translation provider. It does not go through Taiwa's servers.
How a message is translated
- A customer writes in their language. Taiwa shows the translation under the original message.
- You write your reply in your own language.
- You select Translate, check the result, and send it.
Taiwa never translates and sends a reply by itself. You always see the translated text first.
Who provides the translation
Taiwa connects to a translation provider, such as DeepL. Your organisation adds its own provider account in the admin portal. The provider then bills your organisation for the translation, and Taiwa bills a platform fee. See Use your own translation provider account.
What to do next
- Administrators: Set up Taiwa for your organisation
- Agents: Get started as an agent