Providing Understanding in Times of Crisis: How Aventude worked with Transvoice to make Interpretation More Available in the Pandemic.
Aventude & Transvoice built a future-ready interpretation platform together that transformed the way they did business, with greater flexibility of service, offering built-in intelligence and inclusivity.
In high-stakes environments such as healthcare, justice, and social services, effective communication is the foundation of timely action. Transvoice, Sweden's leading provider of interpretation and language services, plays an essential role in this by managing and delivering thousands of interpreters every day to government agencies, municipalities, courts, healthcare providers, and private organisations across the country.
Despite its significant success, Transvoice's platform was based on older technology that couldn't be innovated easily, a weakness that made responding to the pandemic a greater challenge. Working together with Aventude, they were not only able to modernize their platform to tackle the challenges the Pandemic posed but make it significantly more agile and future ready and able to quickly respond to changes in the market.
Evolving Transvoice's service offering to face the pandemic
Before 2020, almost all of Transvoice's interpreter services were physical, in-person appointments. But the COVID-19 Pandemic created an urgent need for hospitals, government offices, and other institutions to avail themselves of interpretation services remotely.
This prompted Transvoice to consider the engineering of its platform, and its need for modernization so that it could innovate in an agile fashion, add new features easily and offer its services in a variety of formats. As a result, what started as a pandemic necessity became a core development. Clients can now choose between physical appointments, video calls, or phone sessions, booking the ideal service based on their needs and preferences. This flexibility has been particularly valuable in healthcare, where urgent consultations often require immediate language support.
Automatic filters, load management, and insights create a smarter experience
The modernization of Transvoice's platform has also allowed for a smarter, more personalized experience. For example, if customers need a female interpreter for cultural sensitivity, they can add that filter, and in cases such as healthcare where interpreters need to hold the right certifications, the appropriate candidates are filtered automatically, eliminating manual checks, saving time and reducing errors.
The modernized platform also provides insights and analytics that allow interpreters, customers and end users to plan better and ahead of time. This allows everyone to understand what types of interpreters are most in demand (which language, gender or domain speciality), which days of the week have higher demand, rescheduling suggestions that can be made to better handle high demand periods, and critically important appointments which can be automatically prioritised, providing for greater efficiency for all parties involved.
Improving the interpreter experience
Game-changing improvements were also made to the interpreter portal. Interpreters are now able to manage their calendar, block out leave, specify leave type, and set their availability with precision. This not only improves work-life balance but also ensures they can optimize their time efficiently. Interpreters can even specify the types of assignments they prefer, creating opportunities for them to do their best work, and enjoy greater work satisfaction.
Efficiency, inclusivity, and societal change
The results speak for themselves. Interpreter bookings now take less than 10 seconds, with 4,000 active users and 5,000 assignments processed daily. Interpreter utilisation rate has surged, driven by smarter scheduling and predictive demand forecasting.
For users, the benefits go beyond convenience. The ability to select interaction modes and interpreter attributes such as gender or certification has enhanced user satisfaction, improved cultural sensitivity, and made the service more inclusive and responsive to individual needs.
But perhaps the most profound impact is societal. It's not just about technology; it's about equity, dignity, and human connection. By removing language barriers in critical areas like healthcare and public services, Transvoice and Aventude have advanced the cause of inclusivity. In a country welcoming diverse linguistic community, this transformation ensures that no one is left unheard.
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