The Future of Interpretation: Insights From a Lionbridge Over-the-Phone Interpretation Expert

Connect With your Customers in Any Language, On Demand

In a global world, interpretation services ensure you can connect with your customers anywhere, regardless of their preferred language. Which interpretation service should you choose? It depends on the number of customers you want to reach and the type of conversation you’re seeking.

You may opt for Over-the-Phone Interpretation (OPI) to communicate with a non-English-speaking customer who calls a support line. Or, you may choose Remote Simultaneous Interpretation (RSI) to provide instantaneous interpretation in multiple languages for a virtual event, meeting, show, or hybrid conference with both onsite and remote attendees.

What does the future of interpretation look like? We asked Lionbridge’s Susan Gryder, VP of Over-the-Phone Interpretation, to weigh in.

Q: Firstly, what is interpretation?

A: Interpretation is a verbal mode of translation conducted by interpreters. They may deliver interpretation in a consecutive or simultaneous manner.

Q: What’s the difference between consecutive and simultaneous interpretation?

Consecutive interpretation

A: During consecutive interpretation, the speaker pauses every two or three sentences to allow the interpreter to interpret and communicate what the speaker has just said. The interpreter typically works bidirectionally, meaning interpretation happens in both directions between the target language and the source language.

Consecutive interpretation is often performed in person for a one-to-one conversation or small group discussion. It can also be conducted remotely via telephone in what’s called Over-the-Phone Interpretation (OPI) or via video in what’s called Video Remote Interpretation (VRI).

Simultaneous interpretation

A: Simultaneous interpretation allows a speaker to speak continuously without pausing for the interpreter. A simultaneous interpreter has specialized training and interprets a few words, a phrase, or a sentence after the speaker has said it.

Delivery of consecutive and simultaneous interpretation

These two modes can be delivered in a variety of ways. Consecutive interpretation is delivered in person face to face, in a conversation, or in a small group, as well as over the phone via Over-the-Phone Interpretation or Video Remote Interpretation video.

Simultaneous interpretation is typically used during a large or formal meeting with a speaker and a large group of people listening. When multiple languages are spoken during the same session — often the case — listeners can select to hear the interpretation in the language they choose using equipment or online software that separates the languages and allows for this delivery.

Simultaneous interpretation may be delivered in person or remotely. Simultaneous interpretation for virtual events gained popularity when the COVID-19 pandemic prohibited travel. It remains a desirable option due to the staying power of wholly remote or hybrid events.

Q: Which situations are best suited to Over-the-Phone Interpretation?

A: Over-the-Phone Interpretation is a great option when you need interpretation services immediately, as this method can connect you with an interpreter within seconds. It is helpful in various situations — especially if you need interpretation for many different languages — including interpretation needed at call centers, help desks, hotlines, hospitals, and other medical, retail, academic, and hospitality settings. Over-the-Phone Interpretation is appropriate when you are trying to interact with a person who is more comfortable speaking a language different from your source language.

Importantly, the success of Over-the-Phone Interpretation depends on the quality of the system you use and its telephony support. The technology must provide adequate support and enable interpreters to do their job well to satisfy users.

Q: What are the benefits and key considerations for Remote Simultaneous Interpretation?

A: Remote Simultaneous Interpretation (RSI) allows companies to conduct remote simultaneous multilingual interpretation by utilizing the technology that separates language channels. This technology also supports hybrid in-person and remote meetings, which have become prevalent post-pandemic.

The key requirement for interpreters remains consistent regardless of the format: They must hear clearly and, ideally, see the speakers. Good, clear audio is crucial to ensure speakers do not speak at the same time or speak over each other. The visual component is also essential. Interpreters need visual access to the speaker to deliver smooth and accurate interpretations because they work so fast.

Business and governmental agencies increasingly recognize the advantages of virtual technologies like RSI in facilitating communication to a broad, multilingual audience.

Q: How does real-time captioning work, and which situations best suit it?

A: Real-time captioning assists people in understanding video content when they either do not speak the language in which the content was created or are hard of hearing.

Captioning providers and Remote Simultaneous Interpretation providers often operate as separate businesses. However, we expect a merging of these services, especially as companies increasingly set up events for rebroadcast. Having captions available for viewers who access the video later is crucial.

With new technologies and approaches, it’s essential to have an in-depth discussion with your language provider about who your audience is and the ultimate goal of your event to select the correct type of interpretation or captioning to meet your needs.

Q: What role do you anticipate AI will play in the future of interpretation?

A: In the past, people would call and ask if we had devices like the universal translators from Star Trek. While we used to laugh at the idea, we’re moving in that direction. AI will play an increasingly important role in interpretation, but we must recognize its limitations.

AI can produce language too slowly — and even a few seconds of lag time can make back-and-forth conversations frustrating. Speech recognition, an essential part of AI, is imperfect and can falter with subpar audio or accented speech, leading to distorted or incomprehensible translations. Additionally, AI has a long way to go before producing sufficient quality in many languages, particularly those needed in community or medical interpreting settings.

Most importantly, a human element is mandatory for excellent consecutive or simultaneous interpretation, which enhances the experience for both the speaker and the listener.

Nonetheless, as AI technologies develop, they will become part of an ever-expanding toolkit for multilingual meetings and interactions. These advancements mean you will have a broader range of options, allowing you to choose the best solution for your specific needs more accurately.

Q: How will the interpreter's role change as technology advances?

A: This is an ideal time to underscore how essential a human in the loop is during interpretation and translation.  However, we expect the role of interpreters and translators to evolve. They will be experts who skillfully leverage new technologies to deliver customized and accurate language experiences. Combining human expertise with advanced tools will ensure that languages' nuances and cultural context are faithfully conveyed.

Q: What other trends and challenges are you seeing in the interpretation industry?

A: A significant trend, which also poses a challenge, is the increasing demand for interpretation across a wider variety of languages.

In the past, interpretation services primarily focused on a core set of languages, while others were hit or miss. Today, customers expect the same expertise and high-quality delivery, regardless of the language. This situation challenges Language Service Providers (LSPs) and interpreters, especially those working with less common languages. These interpreters need thorough training because of the high expectations.

Additionally, in the past, companies considered interpretation solutions separate from other language solutions. As companies invest in digital transformation, they’ll treat interpretation as part of an omnichannel customer experience strategy that is part of a unified approach that includes text-based chat, chatbots, knowledge bases, email, messaging, and voice. To effectively contribute to these strategies, interpreters must align with the company’s brand, priorities, and terminology to ensure consistent communications across all channels.

Q: How else do you foresee companies integrating interpretation into their communication strategy

A: We anticipate the demand for Over-the-Phone Interpretation to continue rising, especially within traditional industries and government sectors that focus on essential language services.

Organizations undergoing digital transformation will find it necessary to incorporate interpretation within a broader omnichannel strategy. Voice interpretation — used alongside other communication channels — will help companies create a unified and holistic approach to language delivery. This integration will provide a seamless and efficient experience across different platforms, significantly improving the overall effectiveness of communication in our digital world.

Q: How does Lionbridge meet customers’ interpretation needs?

A: The story of Lionbridge is one of consistent adaptation to meet our customers’ unique language requirements at every stage of their journey. Whether a customer needs Over-the-Phone Interpretation, a combination of Over-the-Phone Interpretation and real-time text translation, or Remote Simultaneous Interpretation for large-scale meetings, we can provide comprehensive support.

We are committed to evolving alongside technological advancements to ensure cutting-edge services for a high-quality language experience tailored to each customer’s specific needs, regardless of the delivery method.

The Bottom Line

With over 35 years of experience, Lionbridge offers top-notch interpretation services — including Over-the-Phone Interpretation — in more than 380 languages. Contact us today to incorporate interpretation solutions into your organization’s communication strategy and watch your business soar.

Note: This blog updates a post that originally appeared in 2021.