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“Hello! I’m Artina – your digital consultant for translation services of the translation agency Arte.doc. I am available 24/7 to assist with information about your case related to the translation or legalization of documents.” With these words, you will be greeted by the cute and smart digital assistant – a chatbot with conversational artificial intelligence, of the translation and legalization agency Arte.doc.
If there are frequently asked questions, there is a place for a smart chatbot. We’re used to seeing AI chatbots on the websites of online stores, hotels, and other big businesses. We’ve remembered them offering promotions or signing up for a seminar. In practice, however, marketing and sales chatbots, while more visible and more popular, are less so than their digital counterparts – customer support agents. One such chatbot is Artina, a customer assistant when it comes to translating or legalizing a document. It is also the first AI chatbot in Bulgaria working for customer support in this field.
Translation and legalization agency Arte.Doc helps companies, Bulgarian representative offices, and software companies to get expert written translations in 36 languages and interpreted translations while respecting the deadline and confidentiality of sensitive company information. Despite its 23 years of professional experience, the team is constantly implementing innovative technical solutions in its work system. At the beginning of this year, it was the turn of a chatbot with conversational artificial intelligence. The agency integrated and trained its own AI chatbot, Artina, which has been online since May 2023 to facilitate its clients with up-to-date information on cases related to translation services.
Alexandrina Karabasheva, Business Development and Innovation Manager at the agency has “incorporated Artina into her team” as part of her strategy – to use new digital technologies and the latest marketing trends across the firm’s operations to meet the needs of clients in a dynamic business and web environment.
“From the day of launching Artina on the www.artedoc.com website, we received numerous questions. This happened even before we introduced and promoted our new digital addition to the team, the chatbot Artina,” says Alexandrina about the chatbot. “The standout was that in the first week, we received 7 requests for
interpretation alone! Artina assists via an inquiry form, saving customers time and making the process of getting a quote easier, which happens in real-time and is 24/7.”
As part of the activities to promote the chatbot, in addition to articles and social media posts, Arte.Doc introduced Artina to communities of business leaders – BNI Diamond, part of BNI Bulgaria, and to the Association of Women Entrepreneurs in Bulgaria “Selena”. During the presentations, the participants were impressed by the chatbot’s functionalities and immediately used the chatbot after the presentations to ask their questions. The company shares the news with a blogpost on its website and in its email newsletter so that Artina can reach as many customers as quickly as possible and be useful to them.
In the first 3 months of operation, Artina welcomed over 5,000 users, 33% of whom had interacted with the chatbot after hours, after 6 pm, and before 8 pm.
Here’s what else she shared with the Umni.bg team Alexandrina Karabasheva:
What is the functionality of your chatbot that you like the most and why?
The functionality that we like the most is the ability of our chatbot Artina to not only give information but also to give additional value to customers.
To save them time when they need an interpreter, the chatbot gives them a form to fill out with the basic questions our interpreting colleagues would ask during a consultation. To determine their budget for an interpreting service, Artina directs them to our online Calculator, where they can see the cost of interpreting. This functionality saves time, simplifies the process, and helps our clients conveniently and affordably get guidance for their specific needs.
What was your opinion of the technology before you started using it?
It was clear to everyone that chatbots were going to be successful in making more inroads into customer service. Before we started working with our chatbot, Artina, we had doubts about its effectiveness. But we still bet on its ability to improve our customer experience and streamline our consultation process.
What are your impressions of chatbot technology now that you are using it?
The technology has exceeded our expectations in terms of being able to understand the questions asked, being able to provide information, and assist our clients. The chatbot has proven to be a valuable tool for us in providing translation and legalization advice. We go to great lengths to train Artina so that our clients receive reliable information and up-to-date advice for every case.
How do your clients receive the chatbot?
Our customers welcomed the chatbot with curiosity. On the day of Artina’s launch, we received numerous questions and inquiries, as well as positive feedback about its usability and responsiveness. Clients appreciated the immediate access to information and the ability to get a consultation for their translation and legalization case without the need to make an appointment, drive to our offices, or make phone calls.
How does your team feel about chatbots?
Our team has been extremely positive and responsive to Artina. The chatbot has helped them by reducing the number of repetitive inquiries, thus allowing them to focus on more complex tasks to even better meet our clients’ expert translation requirements while meeting deadlines.
What are clients most looking for in chatbots – what do you see as the trends in your industry?
Our agency supports translations in 36 languages, and chatbot questions revolve around translation deadlines and pricing in the respective language combination, document legalization processes, and information on country-specific legal requirements. By training the chatbot to provide accurate and up-to-date information in these areas, Artina will be adding value to our clients.
How does the chatbot help solve problems related to your business now?
Artina has significantly reduced our team’s workload by handling routine queries related to translation cases. Artina’s 24/7 presence on our website has further eased our customers so that they can access information and receive initial guidance at any time of the day, resulting in higher customer satisfaction.
What else would you like the chatbot to be able to do that is consistent with the technology and functionality?
In terms of technology, we would like the chatbot to continue to improve its natural language processing capabilities to better understand complex queries and nuances of different languages.
Do you think technology has potential in your industry and if so why?
We believe chatbots have huge potential not just in our industry. The translation and legalization services industry often involves complex processes, up-to-date information related to document legalization, and government requirements that can make it difficult for clients. A chatbot’s ability to provide immediate and personalized advice can alleviate these uncertainties and pain points. Through the Artina chatbot, we streamline the consultation process for translation cases and increase client awareness. As technology evolves, the chatbot will become even more efficient and capable of handling a wide range of queries and tasks.
Do you find that using a chatbot makes you more competitive than before?
For us, giving additional value to the customer and their satisfaction is paramount. Through the use of technology, we have significantly improved our customer awareness, which we believe has improved our competitiveness as well.
The ability of the Artina chatbot to handle a high volume of inquiries simultaneously and provide round-the-clock consultation enables us to build trust and credibility with even more customers.
Getting timely information about a specific translation and legalization case from clients strengthens our position as a successful company with 23 years of experience that is not afraid to implement and use innovative technologies such as AI chatbots.