Case Study: Royal Bank of Canada improves multilingual customer service with LanguageLine video interpreting

Royal Bank of Canada delivers interpretation in 40+ languages with LanguageLine

The Royal Bank of Canada (RBC) needed to overcome language barriers with new immigrants and Deaf or Hard of Hearing customers in its branches. To enhance communication and provide better advice, the bank turned to its vendor, LanguageLine, to implement on-demand video interpretation services.

LanguageLine provided a solution using its app on bank-owned iPads, offering secure and encrypted video interpretation in over 40 languages. The service is available within seconds and features a network of over 20,000 interpreters. This made customers feel more comfortable and natural. LanguageLine's solution led to a steady increase in usage, especially during surges of new refugees arriving in Canada, successfully improving the inclusive customer experience.

Royal Bank of Canada (rbc)