Artificial Intelligence in Language Services
Language Services
Language services refers to interpreting and translating services used to support people who are not
able to communicate effectively in written and/or spoken Standard Australian English. This may
include some First Nations peoples, some people from culturally and linguistically diverse
backgrounds, and people who are Deaf or hard of hearing.
To achieve this, WA Government agencies must:
- be client-focused in the delivery of services, including responding to clients’ language needs
- inform clients who are not able to communicate in spoken and/or written Standard Australian
English of their right to communicate in their preferred language and dialect and to request
an interpreter
- provide free and targeted language services that adequately address the client’s rights and
risks to their health and safety.
Artificial Intelligence in Language Services
The use of Artificial Intelligence (AI) -driven technology in language service delivery is expanding
across the public, private, and community sectors. This growth has been driven by significant
advancements in Large Language Models, which have transformed AI by enabling powerful natural
language understanding and generation.
Within the language services sector, AI-based advancements in technology offer transformative
potential while also posing complex challenges that need to be considered as part of service
implementation. This fact sheet offers an overview of both the benefits and limitations associated
with using AI-powered language service systems to provide language services as well as guidelines
associated with its use in the public sector. This information has been compiled using available
evidence-based research and acknowledges the evolving nature of this subject matter.
Benefits
Increased accessibility
Various AI-powered language service systems such as Google Translate, DeepL, Gemini
and ChatGPT can provide instant translations for a broad range of languages,
overcoming language barriers.
Speed and cost efficiency
In comparison with traditional translation methods, AI-powered language service
systems have significantly reduced time and costs associated with translation, which is
an advantage for large-scale projects, supporting operational agility.
Real-time communication
With enhancements in AI-powered language service systems, voice recognition tools
and chat platforms have helped bridge language gaps in real time, facilitating immediate
interaction across languages including the use of text, speech and images.
Limitations
Inaccurate and misleading information
AI-powered language service systems rely on statistical patterns and the data available for a given subject. For example, translation data for languages like French, Chinese and Spanish is more abundant compared to languages such as Swahili or Hazaragi. This disparity can lead to inconsistencies in translation quality across languages.
AI-powered language service systems have a critical disadvantage in interpreting idiomatic expressions, metaphors, and context-dependent phrases. These are deeply embedded in social and cultural contexts and may lead to misrepresentation, reinforcement of stereotypes, failure to recognise historical subtleties and cultural nuances, and miscommunication of information.
There are several ethical concerns relating to the use of AI-powered language services systems such as data safety, security, confidentiality and information quality. While these concerns apply across all industries, they pose a unique challenge for the health, law enforcement, legal and social service sectors where privacy and confidentiality of client data must be adhered to.
Guidance
While AI-powered language service systems often allow language services to be accessed more easily and efficiently, it is essential that WA Government agencies continue to adhere to the WA Language Services Policy 2020 and all relevant WA Government Artificial Intelligence policies.
The National Accreditation Authority for Translators and Interpreters has also advised that AI-driven language service systems should not be used in high-risk assessments without the expert supervision of a certified human language service practitioner.
Resources
For more information please contact:
Office of Multicultural Interests
Department of Local Government, Sport and Cultural Industries
PO Box 8349
Perth Business Centre WA 6849
Telephone: (08) 6552 1607
Regional freecall: 1800 620 511
Email: strategy@omi.wa.gov.au
Translating and Interpreting Service
Telephone: 13 14 50