Digital Language Partners (DLP) is using Generative-AI (GenAi) to revolutionise the way businesses communicate with their customers.
This month, the team are celebrating after DLP & Emovis won the Partnership Award at the 2025 Forum Awards (pictured).
Although the award-winning company is less than two years old, the idea of setting up the businesses has been brewing for four or five years. The management team have 25+ years of experience within the world of contact centres, giving them a unique insight into the needs of the customer. They felt that many text-based virtual assistants available were simply not good enough and were leading users down dead-ends, causing frustration for customers and harming the reputation of the businesses they were contacting. Generating needless costs and disgruntled customers.
DLP’s solution harnesses GenAi technology to make interactions seamless, conversational and effective. However, DLP has gone much further than just improving the customer experience by offering software solutions that can converse in over 120 languages. The technology removes the language barrier that can exist both when dealing with customers abroad and those based in the UK who do not speak English as a first language. The chat bots can even adapt to different dialects so the customer feels they are talking to a native speaker.
The three main solutions provided by DLP are:
- Voicebot+™ - a voice based virtual assistant that can triage customer queries over the phone
- Chatbot+™ - a text based virtual assistant which helps deliver answers fast in any language, reducing the need for the customer to speak to a member of staff.
- Livechat+™ - their web chat platform that provides real-time translation of live chat services in any language, removing the challenge and cost of finding native language speakers.
Kevin Freeman, Director of DLP, says: “I describe Chatbot+ as being like a concierge service. It isn’t there to take someone’s job but to help them do their job better. We are very agile and can design something within weeks. AI is not a magic bullet, so don’t run before you can walk, speak to someone like us first. Al is there to be great support to your team, not to replace them.”
One of the largest projects DLP has worked on is the Merseyflow tolling system used on the toll bridges across the River Mersey. DLP has provided the client with Chatbot+™ to deal with enquiries which previously could only be handled by a call or email to the contact entre. The technology means enquiries can be dealt with quickly even when the contact centre is closed. The benefits generated have been incredible, with massively positive customer feedback, and tangible fiscal improvements for the operation.
Kevin adds: “English has been the language of business for the last 100 years so there’s an expectation that the people you’re dealing with have to speak English. But not being able to speak another language does set up a barrier when you’re trying to enter a foreign market.
“Manchester itself is home to many languages. People have recently come here from Hong Kong and Afghanistan, for example, so there’s a real need for this technology in the domestic market as well.”
DLP’s latest project is Voicebot+™ a virtual assistant for the phone. Voicebot+™ has been designed to replace IVR (Interactive Voice Response), which allows callers to interact over the phone simply by using their voice; the virtual assistant converses back real-time reducing the time it takes for a customer to get what they need.
Looking to the future Kevin said: “Over the next 12 months, we’d like to expand into the US, but we also want to do more locally in Manchester as we believe there’s plenty of demand here.”
DLP became a member of Greater Manchester Chamber of Commerce last year as it aimed to increase its profile in the local business community.
Speaking about the reasons for joining, Kevin said: “To be a member of Greater Manchester Chamber of Commerce is something we’ve wanted to do for some time. Home to a truly forward-thinking modern city with an incredible global business environment, we know our technology can truly make a difference to business across the region. We’re looking forward to sharing what we do and tapping into the Chamber’s expertise and network to spread the word.”
For more information on DLP and its services, visit: https://www.dlp.global/
