# 135 DigitalTolk CEO Virpal Singh on Booking an Interpreter in Seconds

The Evolution of Language Services: A Personal Journey

Introduction to DigitalTolk and Its Mission

• The podcast introduces Virpal Singh, CEO and Founder of DigitalTolk, a language services provider focused on interpreting.

• Virpal shares his location in Stockholm, Sweden, highlighting the challenges posed by winter darkness.

Background and Career Path

• Virpal discusses his unusual transition from electronics and computer engineering to the language industry.

• His initial career as a medical engineer in Ethiopia sparked an interest in project management, leading him into IT project management roles.

Identifying the Problem in Language Services

• During the 2015 refugee crisis, he noticed inefficiencies in matching interpreters with those needing assistance due to language barriers.

• The lengthy process for obtaining interpretation services was highlighted; it often took 40–50 minutes to connect patients with interpreters.

Motivation Behind Founding DigitalTolk

• Observing qualified professionals wasting time on administrative tasks fueled Virpal's desire to create a more efficient system.

• His curiosity about systemic inefficiencies led him to explore solutions that could streamline interpreter services.

Genesis of DigitalTolk

• The need for improved processes was further emphasized by the cumbersome paperwork faced by interpreters seeking reimbursement.

• Volunteering at Stockholm Central Station during the refugee influx inspired him to find better ways to connect refugees with interpreters.

Impact of DigitalTolk on Communities

• The service aims not only to assist interpreters but also helps crime victims and patients access quality care through effective communication.

How MVP Development and Legislative Context Shape Language Services

The Journey of Developing an MVP

• The speaker discusses the process of developing a Minimum Viable Product (MVP), highlighting the lean startup approach where testing occurs with actual users.

• Initially, the speaker was not coding but volunteering to understand user needs while contracting someone else to build the MVP. Challenges arose when terms changed unexpectedly, leading to feelings of disappointment regarding ethical practices.

• Due to unforeseen complications, the speaker had to start over with a new team, ultimately delivering a functional MVP within two to three weeks despite initial setbacks.

Target Users and Service Structure

• The first users were NGOs that needed a system for booking volunteers. A dual system was created for both NGOs and paying customers, including government entities requiring certified interpreters.

• Initial paying customers included refugee homes accommodating individuals fleeing conflict, indicating an urgent need for language services in emergency situations.

Legislative Framework Impacting Demand

• The discussion shifts to EU rights as foundational elements affecting language service demand in Sweden, particularly emphasizing the right to fair trial and effective communication with public entities.

• Communication requirements extend beyond public entities; private companies also need these services. For instance, refugee homes must communicate effectively with children about rules and regulations.

Market Segmentation in Europe vs. US

• There is a perceived segregation between interpreting markets in Europe and the US. Each European country has unique legislative aspects that complicate market unification for providers.

• The speaker agrees that different legislative nuances across markets create challenges for European providers aiming for broader reach compared to more unified markets like the US.

Challenges of Scaling Across Europe

• The conversation highlights difficulties in establishing pan-European remote interpreting services due to diverse language needs across countries compared to the US's primarily English-based market.

• Operational adjustments required for different languages necessitate significant capital investment, making it harder for providers in Europe than simply opening branches in various states as seen in the US.

Current Language Demands at DigitalTolk

• Questions arise about key languages currently demanded by DigitalTolk since 2015. Emergency bookings present additional challenges due to tight timelines.

Understanding the Impact of Refugee Waves on Language Services

The Underlying Need for Language Services

• The refugee wave highlighted existing challenges in the language services industry, which had been present prior to this event due to conflicts like the war in Iraq.

• Arabic remains the dominant language in bookings, accounting for 50% of total requests, followed by Somali, Tigrinya, Persian, and Dari. Together, these five languages represent 85-90% of all bookings.

Global Events Influencing Language Demand

• Current global events such as the war in Ukraine are affecting language service demands across Scandinavia.

Technical Challenges and Innovations

• Despite advancements in video calls during the pandemic, there remain unresolved technical challenges related to video interpreting.

• Early adoption of a WebRTC framework allowed seamless video connections with minimal setup time for users.

Transitioning to Video Interpretation

• A significant challenge is helping customers identify appropriate use cases for video interpretation; many still prefer traditional methods like over-the-phone or face-to-face interactions.

• A clinic successfully transitioned to video sessions within a week after initial contact, showcasing effective onboarding processes.

Booking Platform Challenges

• The company has developed a robust booking platform that allows users to book interpreters for both physical and remote services.

Customer Service and Business Growth Insights

Importance of Customer Service

• The process of filling out lengthy reports or waiting on hold is cumbersome for customers, highlighting the need for efficient service.

• Providing exceptional customer service is crucial; every interaction with a customer should be viewed as an opportunity to serve them well.

• Customers choose to engage with the company, which is seen as a privilege that must not be taken for granted.

Response Time Expectations

• When customers call, they should not wait more than 20 seconds for assistance, regardless of the availability of self-service tools.

• A test call during onboarding demonstrated quick response times (11 seconds and then 4 seconds), reinforcing commitment to prompt service.

Simplifying Complaint Processes

• Traditional complaint methods are often time-consuming; thus, simplifying this process is essential for improving customer experience.

• An easy-to-use interface was developed to allow customers to submit complaints quickly, reflecting a commitment to continuous improvement in service.

Business Growth and Investment Strategy

• The business has been fully bootstrapped without outside investment, relying on organic growth driven by customer satisfaction and referrals.

• Future expansion plans include exploring markets beyond Europe and the US, indicating confidence in continued growth opportunities.

Competition from Big Tech Companies

• Recent product launches by major tech companies like Google and Microsoft introduce new features but may lack sophistication compared to specialized services.

• These developments can be seen as both competition and validation of the language services market's potential.

Challenges in Language Services Development

• The company aims to refine existing technologies rather than starting from scratch while keeping pace with industry advancements.

• New language services are emerging in contexts where interpreters were previously underutilized, expanding their relevance.

Gaps in Research for Certain Languages

• Significant gaps exist in research and development for languages like Arabic and Tigrinya compared to more widely spoken languages such as English or Spanish.

AI and Language Support Challenges

The Current State of AI in Language Processing

• Discussion on the limitations of AI support for crime victims, indicating that the criticality level is still too high for effective AI application.

• Acknowledgment that even major languages are not yet adequately supported by current technology, despite recent advancements in speech-to-speech and general speech technologies.

• Concerns about trusting AI for various use cases due to its current limitations, particularly in non-English contexts.

Speech Recognition Accuracy Issues

• Reference to a Microsoft study showing over 95% accuracy in English speech-to-text but highlighting significant challenges with other languages and dialects.

• Noted that while dictation works well in clear English accents, deviations lead to decreased quality; this issue extends to other languages like Swedish and Punjabi.

• Emphasis on the complexity of interpreting colloquial Arabic compared to standard forms, leading to failures in speech-to-text translation.

Implications for Interpretation Services

• Explanation of how inaccuracies in speech-to-text directly affect translation quality, complicating interpretation services compared to text-based translations.

Future Initiatives and Projects

Focus on Healthcare Communication

• Inquiry into key initiatives being pursued by the organization, with a focus on international growth and cross-selling opportunities.

• Introduction of a project aimed at reducing societal costs associated with missed healthcare appointments due to language barriers.

Addressing Appointment No-Shows

• Description of a system sending appointment reminders in patients' native languages (e.g., Arabic), aiming to reduce no-show rates among non-Swedish speaking demographics.

• Proposal for an automated messaging service allowing patients to confirm or cancel appointments easily through texts sent in their preferred language.

Ethical Considerations and Business Model

• Discussion on the ethical implications of profiting from patient no-shows versus providing valuable services that save societal costs.