MONTEREY, CA – June 13, 2017 – In March, LanguageLine Solutions® added a “How Did We Do?” enhancement to its InSight℠ Video Interpreting application, empowering clients to rate their experience at the end of a call and providing the LanguageLine team with valuable instant feedback. With three months of data collected, users report being very pleased with the revolutionary app, which redefined the language access industry when it was first launched last summer.

InSight is a mobile application that provides one-touch access to nearly 9,000 trained interpreters through video and audio calls. Starting in March 2017, InSight began prompting users to score just-concluded sessions on a scale of 1-to-5 stars, with five being the highest rating. Over the subsequent three months, LanguageLine handled tens of thousands of InSight calls, with users awarding an average score of 4.6 stars.

“At LanguageLine, we are dedicated to total and complete client satisfaction,” President and Chief Executive Officer Scott W. Klein said. “InSight was an incredibly ambitious product when it was released a year ago. We are thrilled that the app is having the desired impact in alleviating language and cultural barriers with the Limited English Proficient, Deaf, and Hard-of-Hearing communities. Our ultimate goal is to provide five-star satisfaction with every interaction.”

Replacing the need for phone lines and specialized equipment, InSight unleashed the power of the largest, most experienced linguist team in the world when it came to market in July 2016. InSight currently delivers interpretation in 35 languages (including American Sign Language) for video and more than 240 languages for audio. Every InSight session is natively encrypted, which ensures privacy while eliminating the need for VPN tunnels.

Last month, InSight won a prestigious 2017 “Silver Stevie” American Business Award for Innovation of the Year. Despite being less than a year old, clients report the application being extremely easy to use, as well as an indispensable resource in improving customer and patient satisfaction in hospitals, retail locations, banking institutions, government agencies, and law-enforcement settings.

In addition to the star-rating system, “How Did We Do?” also provides a field for users to deliver comments about the session. Much of this feedback has been extremely positive, including these comments:

  • “We just obtained (InSight) for use in our emergency room. What a fabulous piece of technology!”
  • “The system worked beautifully. (The user) thought the sign language (interpretation) was very cool.”
  • “Thank you very much for the perfect interpretation and making the patient comfortable during the conversation.”

“The primary goal of ‘How Did We Do?’ was to receive immediate client feedback that could drive our quality program to the next level,” Klein said. “While most were very affirming, some of the client comments have led us to take action on further enhancements that will soon elevate InSight even higher. This is a great mechanism to ensure continuous improvement.”

About LanguageLine Solutions®
LanguageLine Solutions has been the global leader in innovative language access solutions since 1982. Our latest innovation, Olympus, is an award-winning cloud-based language access platform that is redefining on-demand language delivery. We provide the highest quality phone, InSight video remote, and onsite interpreting, translation and localization, as well as bilingual staff and interpreter testing and training. Trusted by more than 27,000 clients to enable communication in any situation with the growing limited English proficient and the Deaf and Hard-of-Hearing populations, we deliver the industry’s fastest and most dependable access to highly trained and professional linguists in more than 240 languages, 24/7/365. LanguageLine Solutions facilitates more than 33 million phone, video, and onsite interactions every year - that’s a new connection every second. 

Please visit www.languageline.com or speak to your account executive today to see how your organization can benefit from InSight.

Media Contact:

Scott Brown, Media Relations Manager, sbrown@languageline.com