DeepL Unveils Voice API for Real-Time Speech Transcription and Translation

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DeepL, a global AI product and research company, has announced the general availability of DeepL Voice API. This innovative product empowers developers to integrate real-time voice transcription and translation capabilities into their applications, significantly enhancing multilingual support for businesses.

The DeepL Voice API allows businesses to stream audio and receive transcriptions in the source language, along with translations into up to five target languages. The API provides a seamless experience for users, ensuring that language barriers do not hinder effective communication.

DeepL Voice API will be widely available for customers with spoken communication at their core, with contact centres and business process outsourcing (BPOs) providers being the earliest adopters of this solution.

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Transforming Multilingual Support

The DeepL Voice API turns language support from a staffing problem many contact centres face into an easy-to-use solution that fits well with current systems. 

By adding real-time transcription and translation to how agents work, supervisors can handle issues better, and agents can assist customers in different languages without needing to pass them on to a colleague or revert to written communication to allow for translation.

On the operational side, the Voice API provides clear transcripts and translations that help with quality checks and training of customer service teams. This allows for quicker reviews, fairer evaluations across different locations, and clearer feedback on agent performance and gaps in knowledge. 

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By minimising issues caused by language barriers, like longer calls, repeated contacts, and expensive misunderstandings, the DeepL Voice API changes the overall experience for the end user.

“When interacting with a customer service representative, the end user is often trying to resolve an important issue, so facing communication barriers often leads to a negative experience,” said Gonçalo Gaiolas, Chief Product Officer at DeepL.

“By equipping contact centre teams with tools that enable real-time communication in any language, we can turn what is often perceived as a cost centre for a business, into a revenue-generating one through customer excellence.” 

“This also makes the work of contact centre agents smoother, reducing the need to pass tasks to others or seek workaround solutions

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The DeepL API will enable the following for users:

• Hire for expertise, not language coverage
  DeepL Voice API lets contact centre staff agents who understand the customer issue and the business context, even when they do not speak the customer’s language. 
• Expand talent pools while managing costs
  By reducing the need for language-specific staffing, teams can centralise or distribute support more flexibly, which can lower operating costs and improve coverage planning. 
• Provide reliable coverage in urgent moments
  Real-time translation helps teams maintain service levels during nights, weekends, and holidays, when fewer specialised language agents are available. 

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• Two-way understanding, not just text on screen
  Agents can follow the conversation through live translated audio, alongside on-screen transcription and translation, so they can respond naturally and confidently in the moment.

Business Value and Operational Resilience

For leaders in the industry, the business value is multifold. Organisations can expand language coverage without overhauling their hiring models, add new geographies quickly, and support more client programs with the same core team.

This control over customer experience, compliance, and cost becomes increasingly important as operations grow.

The launch also includes a six-week early access program for voice-to-voice capabilities, set to run from mid-February. This feature will allow agents to hear translated audio while communicating with customers in their preferred languages in real-time, further streamlining the customer experience.

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