Languages
Which languages 2care answers in, how callers switch language during a call, and how bookings are recorded whatever language the caller uses.
3 min read
Languages covered
2care answers calls in 50+ languages, with pronunciation tuned for healthcare. Medication names, provider names and clinical terms are spoken the way your patients and staff expect to hear them.
Callers do not need to choose a language from a menu. They speak, and the agent answers in their language.
If your patients speak a language or dialect you want to be sure of, tell us. We set it up and test calls in it with you before go-live.
Terms
- Mid-call switching. A caller changes language part way through a call, and the agent follows.
- Healthcare-tuned pronunciation. Medical terms, medication names and provider names are spoken clearly in each language.
- Language Processing Engine. The part of 2care that recognises the caller's language and handles the switch.
Switching during a call
Many callers move between languages, for example starting in English and switching to Spanish to describe a symptom or give an address. The agent follows the switch and carries on the call in the new language. Nothing the caller said earlier is lost.
This also helps when a family member takes over the phone part way through, speaking a different language from the patient.
What gets written to your schedule
The booking is written into your schedule the same way, whichever language the caller used. Your team sees the appointment, provider, visit type and location in the form they always use.
| What | How it is recorded |
|---|---|
| Appointment | In your schedule, the same as any other booking |
| New patient details | Confirmed aloud with the caller, then saved in your system's fields |
| Requests for staff | In your queue, with a summary your team can act on |
| Warm transfers | With the full transcript and a structured summary |
Natural pauses
Callers speaking a second language often pause to find a word. The agent waits for the caller to finish: its listening window widens for elderly, distressed or non-native callers, so they are not cut off mid-sentence.
If a caller starts speaking while the agent is talking, the agent yields within about 200 milliseconds.
Setting up languages
- List your main languages. Tell us the languages your callers use most often, by location if they differ.
- Check your answers. Your common answers, such as hours and directions, are given in each language the caller uses.
- Agree the greeting. Choose how the greeting opens, for example in English with an offer to continue in another language.
- Test. We place test calls in your main languages, including a switch part way through.
See customising greetings and answers.
Questions
Do we need bilingual staff to check these calls?
Your team works from the booking in your schedule and the summary in your queue, recorded the same way whatever language the caller used.
Can a caller ask for a different language part way through?
Yes. The agent switches mid-call and carries on in the new language.
Which language does the agent start in?
The language of the greeting you choose. From the caller's first words, the agent answers in whichever language they use.
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