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Google Translate for Interface with Customers

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Overview

There is often a struggle to communicate with Customers on the network who have little or no understanding of English, in particular for those where their vehicle has broken down on the side of the motorway, and are potentially under duress.

Solution

Installed the “Google Translate” mobile app on AMA mobile devices to assist with language barriers. We have pre-set common phrases and questions in order to better communicate with our customers, who are in already stressful situations. Customers can speak into the phone in their language, and this will be translated to English for the Traffic Incident Manager (TIMS).

Estimated results and savings

It has enabled the TIMS to quickly identify the reason for customers stopping on the side of the motorway, manage the situation and get all parties cleared safely and efficiently. It has the ability to translate over eight different foreign languages.

Have you used this innovation, or grown the idea further?

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