Getting to know TranslateOS

TranslateOS is an AI-enabled multilingual communication platform built to improve customer experiences. It uses real-time machine translation to let two people speak naturally in their own languages over the phone. AI powers TranslateOS, but the platform is designed around the entire customer conversation: how quickly people connect, how clearly they understand each other, how organizations measure quality, and how regulated interactions can be reviewed and managed.

TranslateOS makes conversations faster, more personal, and easier for customers. They can communicate directly with the employee helping them, without bringing a third person into the conversation or waiting a long time for an interpreter to become available. The employee stays engaged from beginning to end, while TranslateOS provides consistent, real-time translation that helps both people understand each other.

Traditional interpretation brings a third person into the conversation and depends on interpreter availability, capacity, and individual expertise. TranslateOS creates a technology-enabled, two-way conversation that can begin in seconds and scale across simultaneous conversations.

It also adds capabilities traditional interpretation cannot provide, including independently measured translation quality, consistent terminology, live transcription, searchable records, recordings, and quality data when those features are included.

Yes. TranslateOS is an AI-enabled machine translation platform that interprets spoken language in real time. However, TranslateOS does not create answers, predict what someone wants to say, or respond on behalf of either person. Its job is to translate exactly what is said in the interaction.

No. TranslateOS specifically translates what each person says rather than creating, predicting, or adding information. When it cannot reliably recognize a word or phrase, it returns the content in the original language rather than guessing. TranslateOS also independently scores translation quality at the utterance level, providing ongoing measurement of accuracy rather than assuming the translation is correct.

Machine translation removes the capacity limits of assigning one interpreter to each conversation. TranslateOS can start translating in seconds, support simultaneous conversations, maintain consistent terminology, and measure translation quality independently.

Because TranslateOS is a digital platform, it can deliver live transcription, searchable records, recordings, quality data, and usage reporting for organizations that need greater visibility and oversight.

Yes. TranslateOS automatically scales to handle high demand periods.

Kai is the TranslateOS virtual language assistant. When an employee or contact center agent needs to communicate with a customer who speaks a different language, Kai joins the conversation, introduces themselves to the customer in their language, and explains how the conversation will work.

From there, the two people simply talk to each other in their own languages. Kai translates back and forth in real time, helping both people understand each other.

Authorized users dial the organization’s TranslateOS phone number and enter their individual PIN, and say or select the language. Kai introduces itself to the caller in their language and explains that it will interpret the conversation, so the agent does not have to explain the technology. The conversation then continues with Kai translating between both speakers.

In the beginning of the call, a language is selected from a list of languages and dialects.

Yes. TranslateOS works with both. If a member calls your organization, the employee can conference Kai into the existing call using the normal conferencing process. If an employee is making an outgoing call, such as a telesales or member outreach call, Kai can be added to that conversation as well. The employee remains on the call while Kai translates between both speakers.

Yes. TranslateOS can also be used with a phone when the employee and customer are together in person. Just dial Kai in and put the phone on speaker. Each person speaks in their own language and hears the translated conversation through the speaker.

No. TranslateOS works through standard telephony on existing desk phones, softphones, or mobile phones. Employees do not need translation software installed on their computers, and customers do not need to download an app.

If you select the wrong language, disconnect from TranslateOS, dial back in, enter your PIN, and select the correct language.

TranslateOS covers 99% of LEP languages. Coverage includes commonly requested languages such as Spanish (9 dialects), Mandarin, Cantonese, Vietnamese, Korean, Russian, French, tagalog, and Arabic, along with many other languages and dialects.

TranslateOS covers 99% of LEP languages plus 24 regional and dialect variants.

Yes. TranslateOS regularly expands language coverage with language pack installments. Additional languages can be requested.

TranslateOS runs above 92% independently measured translation accuracy. For comparison, the benchmark used by TranslateOS for traditional human interpretation is approximately 80%. Quality is measured on actual translated exchanges rather than assumed.

Within TranslateOS each utterance is measured independently near real time to continuously evaluate accuracy/quality.

TranslateOS independently scores all calls, creating ongoing accuracy and quality data that can be used for customers to monitor their performance and identify opportunities for improvement.

TranslateOS uses translation models from Google, OpenAI, and DeepL within its platform. TranslateOS combines these technologies with its healthcare terminology and quality capabilities to deliver real-time translation and independently measure performance.

TranslateOS does not guess. When it cannot reliably recognize a word or phrase, it returns the content in the original language so the speaker can repeat or clarify it.

Yes. TranslateOS recognizes when speakers move between languages during a conversation.

TranslateOS continuously monitors translation performance without accessing customer conversations or personal information. The national Command Center reviews independent quality scores and call-connectivity performance to identify patterns and opportunities for improvement. Those insights help the team determine where translation models can be refined and where language or dialect coverage can be expanded.

Yes.

Yes. Bloom, the company that operates TranslateOS, completes an annual SOC 2 type 2 audit.

TranslateOS uses multiple safeguards to protect sensitive information, including encryption, role-based access, authentication, audit logging, session controls, and security monitoring.

Yes. TranslateOS protects data in transit using TLS 1.2 or higher and data at rest using AES-256 encryption. Encryption keys are managed through AWS key management service with automatic key rotation.

No. Customer calls, PHI, transcripts, and recordings are not used to train or test TranslateOS's underlying algorithms. TranslateOS uses synthetic healthcare scenarios for model testing.

Yes. Bloom maintains the appropriate business associate agreements with translation technology vendors that may process protected health information, supporting HIPAA-compliant use of those services.

All data belongs to the customer. Access is role-based. Administrators, supervisors, and compliance users receive access appropriate to their responsibilities, and organizations can assign permissions according to their own privacy and minimum-necessary policies. Access to protected information is logged and auditable.

Data-retention periods are configurable based on your organization’s requirements. Available retention periods include 1, 6, and 10 years, with additional configurations available when needed.

Live transcript is a TranslateOS feature where authorized users see real-time transcripts of conversations they are having. It allows users to follow the translation as the conversation happens rather than relying only on what they hear. In this way, they can confirm that the caller is understanding what is being said. Live transcript is only available with Connect + Comply.

The compliance portal is a feature of TranslateOS where translated-conversation information is viewable to designated people. Depending on the organization's configuration, this can include searchable transcripts, recordings, quality information, usage reporting, and associated call records. The compliance portal is only available with the Connect + Comply package.

Authorized users can search available translated-conversation records according to the organization's configuration, access permissions, and retention settings in the compliance portal.

Yes. Within the compliance portal, authorized administrators and supervisors can review translation quality information, monitor performance over time, identify unusual results, and determine when further review may be appropriate.

The compliance portal provides information such as translation volume, call frequency, call duration, languages used, utilization by authorized users or groups, and changes in usage over time.

The TranslateOS national Command Center is located in Bloomington, indiana. It provides a necessary human-in-the-loop performance monitoring for regulated industries. Translation performance and quality score data are analyzed to identify issues and ongoing improvements.

No. The national Command Center monitors translation quality scores and performance data rather than listening to customer conversations as part of its ongoing quality oversight.

TranslateOS maintains authentication and access logs and uses monitoring and anomaly detection to identify events such as failed logins, off-hours access, and other unusual activity in the compliance portal. Incident-response and notification procedures are also in the portal.

TranslateOS provides a 99.95% availability SLA, supporting reliable access to translation when your teams need it.

Connect is designed for organizations that need simple, on-demand translation for everyday customer conversations. It includes up to 100 users, 24/7/365 access.

Connect + Comply is designed for larger organizations, high-volume operations, and regulated environments. It includes enterprise level support and the compliance package (live transcript, the compliance portal, recordings and annotated transcripts, usage reporting, extended retention options). It also allows unlimited users, and volume pricing.

Yes. Connect has a $199 annual subscription for 100 users plus translation usage at flat per minute. Connect + Comply has a $995 annual subscription with volume pricing for the usage-per-minute costs.

No. TranslateOS does not require a minimum usage commitment. Organizations can use translation as often as they need it without committing to a minimum number of minutes.

No. TranslateOS does not require a long-term contract.

No. Translation charges are based on the minutes you use after the annual subscription fee is paid.

No. TranslateOS is simply a phone number/call you conference into an existing call. Employees do not need to learn any new software at all. It is as simple as dialing a phone number.

No. Organizations can use their existing desk phones, softphones, and mobile devices. TranslateOS does not require dedicated translation hardware.

No. TranslateOS does not require SIP trunking.

TranslateOS is designed to work with existing telephony and contact-center environments. Employees access the service through a dedicated TranslateOS phone number and assigned PIN rather than through a new desktop application.

You tell us how many users you want to be able to translate live. Bloom provisions the employee or agent phone numbers and PINs for you to distribute. If you are on the Connect + Comply level we establish an administrator and confirm applicable recording and retention settings, and validate the core translation workflow. Implementation happens within 24 hours.

Before launch, the teams test phone and PIN access. The team is trained on how to access Kai, the TranslateOS virtual language assistant. Through a short e-learning module they learn how to dial-in. For admins they are taught how to monitor audio quality, permissions, and reporting or compliance capabilities. It is a remarkably easy system to use.

TranslateOS has a very simple user workflow: call the dedicated number, enter a PIN, select the language, and begin the conversation. The online training only takes about 15 minutes.

Bloom provides ongoing support after TranslateOS goes live regardless of the subscription level. For companies with TranslateOS Connect + Comply, administrators can also analyze usage and quality information to identify adoption patterns, training needs, or issues that require additional support.

Contact the TranslateOS support team at support@translateos.com or +1-855-508-5658.

---