The Challenge:
Language barriers present significant challenges in immigration and border services, where clear, accurate communication is critical to ensuring the fairness and efficiency of the process. Immigration officers and border control agents need to communicate effectively with non-English-speaking applicants to assess applications, conduct interviews, and provide services. Misunderstandings can lead to errors, delays in processing, and even legal issues.
In many cases, reliance on human interpreters or translation services adds delays and costs, further complicating the process. Additionally, there are often concerns about the quality and accuracy of the translations provided, which can lead to misunderstandings and potential consequences for applicants. Immigration agencies need a reliable, scalable solution that ensures clear, accurate, and timely communication throughout the immigration process.
Current Experiences:
- Employee Experience: Immigration officers and border agents often experience frustration when trying to communicate with non-English-speaking applicants. They may have to wait for available interpreters, leading to delays and inefficiencies in processing cases. When interpreters aren’t available, officers may need to find colleagues who can assist, creating further disruption. The lack of immediate and accurate language resources impacts job satisfaction, increases stress, and causes delays in processing applications.
- Applicant Experience: Non-English-speaking applicants face significant challenges in communicating their needs, understanding the immigration process, and navigating complex forms and documentation. Language barriers often cause confusion, delays, and even incorrect information being provided, which can have serious consequences for applicants. Many applicants feel nervous, frustrated, and isolated, preventing them from fully understanding the immigration process and reducing their trust in the system.
- IT Experience: IT teams in immigration and border services are tasked with integrating language services into telephony systems, document processing, and online services. Managing multiple language platforms, maintaining data security, and ensuring compliance with regulations such as GDPR and HIPAA can be overwhelming. IT teams lack the time and resources to thoroughly research and implement a robust, scalable AI-driven solution that addresses both language barriers and compliance requirements.
- Business Experience: Senior management often underestimates the impact of language barriers on processing time, operational efficiency, and overall service delivery. Delays and inefficiencies in processing applications not only increase costs but also damage public trust in immigration systems. Without an enterprise-grade solution, agencies continue to rely on ad-hoc, costly language resources, which limits their ability to scale and improves service delivery.
The Solution:
VerbumCall by OneMeta offers an Over-the-Phone (OPI) AI and Machine Learning transcription and translation solution designed to improve communication across different languages and enhance experiences for immigration and border services. It is available 24/7 in over 120 languages and dialects
Key Features:
- Real-Time Translation: VerbumCall enables seamless communication between officers and applicants, ensuring accurate processing of applications and interviews.
- Automated Transcription: VerbumCall transcribes all interactions in real-time, creating accurate, accessible records for legal and compliance purposes.
- Multilingual Access: With support for 120+ languages, VerbumCall covers a wide range of languages, including those commonly encountered in immigration and border services such as Spanish, Arabic, Mandarin, and French.
- Secure and Compliant: VerbumCall is HIPAA-compliant, GDPR-certified, and ISO 27001-certified, ensuring secure communication in line with legal requirements.
Real-World Impact:
VerbumCall enables immigration and border services to communicate effectively with applicants, reducing delays and ensuring timely processing of applications. By eliminating the need for external language services and streamlining operations, VerbumCall improves both employee satisfaction and applicant experience.
Business Outcomes:
- Improved Employee Efficiency: Officers spend less time coordinating language services and more time processing applications.
- Better Applicant Experience: Applicants feel heard, understood, and respected, improving their experience throughout the immigration process.
- Reduced Operational Costs: Eliminate reliance on third-party translation services, reducing costs.
- Improved Compliance: VerbumCall ensures that all communication is accurately documented and compliant with immigration regulations.
- Increased Operational Efficiency: Real-time transcription and translation streamline workflows, allowing officers to process cases faster.
Business Value:
- Cost Savings: Reduces reliance on external language services, cutting translation and interpretation costs.
- Increased Productivity: Enables employees to handle more applications and cases with fewer language delays.
- Better Compliance: Ensures all communications meet regulatory requirements, reducing legal risk.
- Scalability: VerbumCall can easily scale with increasing application volumes and evolving language needs.
- Improved Service: Enhances the quality of service provided to applicants, leading to faster case resolution.
Next Steps:
- Pilot Program: Begin with a pilot to test VerbumCall’s transcription and translation capabilities in real-world immigration and border service scenarios.
- Integration: Collaborate with IT to integrate VerbumCall into current systems for seamless language support.
- Feedback and Optimization: Gather feedback from officers and applicants to refine the solution and prepare for broader deployment.
Conclusion:
By partnering with OneMeta, immigration and border services can break down language barriers, improve operational efficiency, and provide better service to applicants. VerbumCall ensures clear communication, enhancing service delivery while reducing costs.
Take the next step towards improving communication and efficiency. Register today for a free pilot and see how VerbumCall can support your immigration and border service operations.