Evaluating AI Beyond Accuracy: The Art and Science of Translating Human Expression

Anyone who has experienced artificial intelligence (AI) for rudimentary translation capabilities undoubtedly knows that it may not translate the spoken word entirely accurately – even when the AI-generated words are a literal match.

Human variables such as tone, emotion, cultural nuance, race, and gender all play into how well or poorly the meaning of a conversation is truly captured and conveyed.

This is why American poet Amanda Gorman carefully vetted translators for her inaugural poem, “The Hill We Climb,” now translated into 17 languages. In Gorman’s case, she went to great lengths to find a like-minded translator who would reflect the spirit of her poetry – choosing, in one case, a resource known for being outspoken on issues including gender equality and mental health.

The debate, of course, is that translating human expression is both an art and a science, especially in emotionally charged conversations where gaining understanding is more complex than conveying what is actually said. While AI holds great promise for the translation and interpreting industry over the long term, it is important to understand the full range of capabilities required to be effective, especially when deciding where it best fits in healthcare today. To do so, one need only look at the four defined roles of live interpreters:

1. Serving as a conduit for verbatim translation
2. Providing clarification
3. Acting as a cultural broker
4. Advocating for the patient’s best interest

Breaking down the roles

Perhaps the most straightforward and simplest role is that of a conduit in the translation of verbal words from one language to another. This task is most definitely about getting the words right. For instance, a hospitalized patient might ask, “What’s on the lunch menu?” In this case, AI may be a reasonable solution to simply list the various choices.

However, suppose a physician tells a patient, “You’re hypertensive,” and there is no similar word in their native language. In this case, it is incumbent on the translator to provide clarification, explaining to the patient that the doctor means the patient’s blood pressure is too high. If the patient still doesn’t understand, a highly skilled translator must be ready to apply the right knowledge to explain what causes elevated blood pressure and what the patient must do to control it.

Being a cultural broker takes this one step further. Going back to the menu example, the patient may be of a nationality that commonly adheres to a vegan diet. Helping to identify selections that are in keeping with their dietary and cultural preferences may be in order. On a more critical level, a patient may be diagnosed as diabetic and prescribed insulin injections. In some cultures, use of needles is associated with addiction, and, without proper understanding and agreement, this treatment could result in patient non-compliance and medical complications.

In the case of the diabetic, the interpreter may be called to assume the role of advocate to explain the compliance challenges and even advocate for a different treatment approach, if possible. Interpreters may also serve as advocates on issues related to social determinants of health (SDoH), including food insufficiency, lack of transportation to keep medical appointments and other challenges.

Choosing the right vendor

With an explosion of new AI vendors emerging on the healthcare market, provider organizations must thoroughly evaluate capabilities, ensuring their services can address all levels of translation and interpretation complexities patients may need. This is where working with a knowledgeable partner is especially valuable. Just some of the things to look for in a language solutions partner include:

• Deep healthcare experience to fully understand demographic and cultural requirements
• A progressively improving database and machine learning technology to evolve AI beyond the conduit level addressing tone, empathy, and other variables
• Ongoing support to continue refining and introducing solutions specific to patient needs

Today, it is safe to say that most AI vendors are solidly at the conduit level. While AI advances are underway to address variables such as tone and empathy, which mimics humans, live interpreters are still best suited to deliver difficult diagnoses and other emotionally provoking information. In some cases, trained AI bots are being deployed to respond empathetically; however, these approaches are relatively unsophisticated and best reserved for conduit applications.

Want to learn more about how to effectively integrate language solutions across your patient’s health journey? At GLOBO, we understand the complexity, scale and importance of successfully managing a language support program. Request a demo here with one of our language access experts.