Category: Enterprise

Many people assume video remote interpreting (VRI) is only for remote meetings because the interpreter appears on a video screen. VRI can also be used when everyone except the interpreter is in the same room. A patient and nurse may sit together in an exam room. An employee and HR representative may meet face-to-face. The interpreter joins remotely through a video connection. Understanding that distinction makes it easier to decide when VRI is the right interpreting option.

What is Video Remote Interpreting?

Video remote interpreting connects participants with an ASL interpreter through a live video connection. The interpreter joins remotely while the other participants may be together in one location, split between locations, or fully remote.

What is the difference between VRI and VRS?

Video Relay Service (VRS) is a government-funded program available to eligible, registered VRS users. The cost is paid through a federally administered fund.

VRS supports calls between Deaf and hearing participants in different locations.
Businesses and organizations pay for VRI directly. Because VRI is not federally funded through the FCC, it is not restricted to conversations between participants in different locations. That distinction allows organizations to use VRI in exam rooms, offices, service counters, and other face-to-face settings.

Both services use video, but their funding models, rules, and uses differ.

Where is VRI used?

VRI supports three distinct settings: in-person, hybrid, and fully remote.

In an in-person setting, the interpreter is the only person joining remotely. Everyone else shares the same physical space. Common examples include medical appointments, front-desk interactions, and office meetings with a Deaf employee or customer. The participants communicate face-to-face while the interpreter appears on a nearby screen.

In a hybrid setting, some participants share a room while others join remotely. For example, a doctor and patient may sit together in an exam room while a specialist joins virtually. The interpreter remains on screen so everyone can take part in the same conversation, regardless of location.

In a fully remote setting, every participant, including the interpreter, joins from a separate location. Organizations can use this format for distributed teams, virtual training, and online interviews. Organizations typically use a video conferencing platform such as Zoom or Google Meet.

Best practices for remote interpretation

These best practices for remote interpretation help interpreters, Deaf participants, and hearing participants communicate effectively in any setting.

Setup

A few steps before the meeting can help prevent communication and technical issues.

• Schedule the meeting in advance whenever possible so the interpreter has time to prepare and the provider can confirm availability. 
• Ask Deaf participants about their communication preferences, including signing style and terminology, when relevant to the conversation.
• Provide the interpreter with an agenda, names of participants, any specialized terminology, and a point of contact in case of technical issues.
• Before the meeting, test the internet connection, camera, microphone, and audio. When participants share a room, place the microphone close enough to capture each speaker clearly or use Bluetooth headsets. For virtual meetings, confirm the interpreter’s video can remain pinned or spotlighted throughout the session.
• Place the screen where Deaf participants can see the interpreter clearly. Position the camera so the interpreter can see each Deaf participant’s face, hands, and upper body while they sign.

Etiquette

Basic ASL interpreting etiquette helps the conversation flow naturally.
Speak directly to the Deaf or hard of hearing person, not to the interpreter. Say “What do you think?” rather than “Can you ask them what they think?”

Take turns and avoid speaking over others. Pause long enough for the interpreter to finish signing before the next person speaks. This gives Deaf and hard of hearing participants time to follow the conversation and respond.
Identify yourself when speaking in a group. If you participate virtually, keep your camera on when you are directly involved in the conversation so others can see your facial expressions and visual cues.

If you reference slides or documents on the screen, pause briefly so everyone, including the interpreter, can review them.

Visit our website for more best practices for remote interpreting or ASL interpreting etiquette.

When to use VRI vs On-Site Interpreting?

VRI and on-site interpreting can both support in-person meetings and events. The right choice depends on the setting, conversation, technology, and participant preferences.

Organizations may choose VRI for scheduled meetings, training, and events when the location has reliable internet, and participants can remain within the camera’s view. Because the interpreter joins remotely, VRI does not require the interpreter to travel to the meeting location. Depending on the assignment and local interpreter availability, that may make scheduling easier and avoid travel-related charges associated with on-site interpreting.

On-site interpreting may be a stronger fit for meetings that last several hours or days, conversations that require frequent movement between locations, and settings without reliable internet.

An on-site interpreter may also better support outdoor events and conversations where relationship-building, physical context, or subtle visual cues matter.

Consider sight lines as well. During a medical appointment, for example, a patient lying in a bed may be difficult for a remote interpreter to see clearly through a fixed camera. An on-site interpreter can adjust position as the interaction changes.

Ask the Deaf participant about their communication preferences whenever possible.

Explore Video Remote Interpreting options

Learn more about video remote interpreting and talk with an accessibility expert about the setting that best fits your needs.

FAQs

Q: What equipment is needed for video remote interpreting?

A: Most VRI sessions require a device with a camera, microphone, screen, speakers, and a reliable internet connection. The setup should allow the interpreter and participants to see and hear one another clearly throughout the conversation.

Q: How far in advance should VRI be scheduled?

A: Schedule a VRI session as early as possible. Lead times and interpreter availability vary, so submit the request as soon as you know you need an interpreter.

An interpreter converts spoken or signed language in real time. A translator converts written or recorded content, usually after it is created. Although the terms are often used interchangeably, they describe different services.

Knowing the difference helps you choose the right language support for a meeting, event, training session, or document. A third option, AI live translation, can also support multilingual communication in many everyday business and event settings.

What is an interpreter?

Interpreters convert spoken or signed communication from one language to another in real time. They may work in person, over the phone, or via video.

Two main types of interpreting are:

• Simultaneous interpreting: The interpreter speaks or signs while the presenter is communicating, usually with a short delay.
• Consecutive interpreting: The speaker pauses at intervals so the interpreter can convey the message.

Professional interpreting requires language skills, cultural knowledge, contextual judgment, and specialized training. Fluency alone is not enough. Interpreters must accurately interpret meaning and intent while navigating cultural nuances and specialized terminology.

What is a translator?

Translators convert written or recorded content from a source language into a target language. This can include documents, transcripts, subtitles, and written content associated with audio, video, or multimedia.

Depending on the content and the required accuracy, translation may involve a qualified human translator, an automated translation tool, or both.

Where does AI live translation fit?

AI live translation is a newer category. Some people refer to this technology as interpretation or AI speech translation, but it is not interpreting. Live translation services process spoken language and deliver real-time captions or translated audio to participants’ own devices.

Human interpreters are generally the better fit when communication requires a high degree of accuracy, contextual judgment, or sensitivity, including many legal and medical interactions.

For routine or large-scale business communication, scheduling, interpreter availability, and service costs can make human interpretation difficult to scale. Translation services can expand access in meetings, training sessions, town halls, and multilingual events where broad comprehension and scale are the priorities.

AI live translation typically combines several technologies. Speech recognition converts the speaker’s voice into text. Language-processing and machine-translation systems then translate the text in real time. The platform delivers translated captions, synthesized audio, or both to participants.

Performance depends on factors like audio quality, language availability, accents, background noise, and specialized terminology. Test any platform using conditions similar to your real-world meetings.

When to use an interpreter, translator, or AI live translation

The best option depends on your audience, communication format, stakes, and accuracy requirements.

For a more detailed decision framework, learn when to use AI vs. human interpreters.

What to look for when evaluating live translation services

When comparing live translation services, look for:

• Support for the languages your participants use
• No-download participant access
• Two-way communication for multilingual conversations
• Live captions and transcripts
• Compatibility with existing platforms
• Options that support both multilingual audiences and Deaf or hard of hearing participants, including captions and access to human interpreting when needed

Sorenson Forum is one example of a platform that combines live translation and captioning for business meetings and events.

A note on ASL and Deaf communication

ASL is a distinct visual language, not a signed version of English. Many Deaf people in the United States use ASL as their primary language. AI captions do not replace a human ASL interpreter.

If a participant uses ASL, a qualified ASL interpreter may be the appropriate form of language access. Ask participants about their communication preferences.

AI live translation can extend spoken-language access to multilingual participants across a meeting or event.

Sorenson offers both qualified ASL interpreting and AI live translation, allowing organizations to build support around different audience needs.

Find the right option for your next meeting

Not sure which option fits your next meeting or event? Try Sorenson Forum with a free trial or talk with one of our accessibility experts.

Want a deeper dive into language access strategies? Download the full guide

FAQs

Q: What's the difference between an interpreter and a translator? 

A: An interpreter conveys spoken or signed language in real time. A translator converts written text or recorded content, usually after it is created.

If you need real-time language access in a meeting, event, or training, use a human interpreter or an AI live translation service rather than document translation. 

Q: Is AI live translation the same as an interpreter? 

A: No. AI live translation delivers real-time captions and translated audio to participants' devices as a speaker talks. It serves a similar function to simultaneous interpretation for multilingual audiences, but it is not a human interpreter. It works well for meetings, events, and training where broad comprehension is the goal.

It should not replace a qualified human interpreter in high-stakes legal or medical communication or when a participant needs ASL interpretation. 

Q: When should you use a human interpreter vs AI live translation? 

A: Choose a qualified human interpreter when the interaction is high-stakes, sensitive, legally significant, or dependent on cultural and contextual judgment, and any communication with Deaf or hard-of-hearing participants who use ASL.

Use AI live translation for meetings, training, conferences, and events where you need to support multiple languages simultaneously at scale. See our full breakdown in AI Translation vs. Human Interpreters: When to Use Each. 

Q: Can AI replace a human ASL interpreter?

A: No. Current AI tools do not replace qualified ASL interpreters. Sorenson is also developing AI Sign Language Translation for low-context situations. It is not presented as a substitute for professional interpreting in complex or high-stakes communication. Explore an AI Sign Language Translation pilot.

Q: What is an interpretation app? 

A: An interpretation app (or interpreting app) is a software platform that delivers live language interpretation or AI translation directly to participants' devices. Participants can access the service on a phone or laptop through a link or QR code, without separate listening equipment. Sorenson Forum is one example — it delivers real-time AI translation and captions in 25+ languages to each participant's own device.

1. Live instruction access

• Captions and speech translation are available for all live sessions, not just recorded content.
• ASL interpreting is scheduled in advance for Deaf students — not arranged on request after a need arises.
• Interpreting and captioning are coordinated for hybrid sessions where in-person and remote students are present simultaneously.
• Room setup is considered when live interpretation is in use. A darkened room for a video presentation makes a visible interpreter inaccessible.
• Faculty know what to do when a live accessibility tool fails mid-class.

2. Campus events and non-classroom moments

• Live captions and real-time speech translation are available by default at large events — supporting attendees who are hard of hearing, multilingual attendees following along in their preferred language on their own device, and anyone who benefits from captions when a speaker has a heavy accent or speaks quickly.
• Your institution has a standing process for arranging American Sign Language (ASL) interpreting at events — not a reactive one triggered only by individual requests.
• Accessibility information is included in event communications, so attendees know what’s available before they arrive.
• A coverage protocol exists for spontaneous or unplanned events, including on-demand interpreting when scheduled interpreters aren’t available.

3. Family and community language access

• You have identified which languages are used by students, families, and staff using enrollment data, HR data, or surveys.
• Translated materials are available for key communications: enrollment documents, emergency notifications, academic progress reports.
• Family-facing events are supported with live interpretation, not just translated handouts distributed after the fact.
• Families have a clear, accessible way to request language support without navigating multiple departments or repeating their needs each year.
• You have gathered feedback from families about whether current communication approaches are actually working for them.

4. Technology and procurement

• Accessibility requirements are part of your technology procurement criteria, not evaluated after purchase.
• Your LMS, video platform, and communication tools have been reviewed for accessibility compliance.
• Your captioning and translation solution supports custom glossaries — ensuring accuracy for specialized academic vocabulary, department and program names, and faculty and student names that generic AI models may not recognize out of the box.
• Your platforms support multilingual features or real-time translation for linguistically diverse students and families.
• There is a process for flagging inaccessible tools adopted independently by faculty or staff.

5. Faculty and staff clarity

• Faculty have specific written guidelines for accessibility in their courses, not just a general institutional policy.
• There is a clear process for students to request access support that doesn’t require re-explaining their needs each term.
• Disability services staff are not the sole point of contact for all accessibility issues. Other departments know their role.
• New faculty receive accessibility orientation as part of onboarding, not as a remediation step after a complaint.
• Faculty and staff feel supported in raising language or accessibility concerns and are not relying on unauthorized tools to fill gaps.

6. The ASL vs. captions distinction

• Your institution recognizes that captions and ASL interpreting are not interchangeable. For Deaf students whose primary language is ASL, captions are not an equivalent substitute.
• ASL interpreting is available for live, interactive settings, and for recorded or asynchronous content.
• Deaf students are not asked to choose between seeing an interpreter and seeing a screen due to room setup or lighting decisions.
• Interpreting services are provided by qualified professionals with relevant subject matter preparation for the context they’re supporting.

7. Compliance vs. participation

• Your institution has a definition of ‘accessible’ that goes beyond legal compliance to include reliable, real-time participation.
• You track student engagement and participation data in a way that can surface accessibility gaps, not just accommodation request volume.
• Accessibility is reviewed regularly as a systems question, not only when a complaint is filed.
• Leadership — not just disability services — has visibility into accessibility performance and treats it as an institutional priority.
• Your institution has a plan for how accessibility needs will evolve as enrollment demographics, program offerings, and technology change over the next 1–3 years.

What to do with your results

Most meetings aren't built for every participant to actually follow along. Language barriers can cost more than awkwardness. It can mean decisions made without everyone's input, slower follow-through, and details that quietly fall through the cracks.

Use the checklist below to plan language-accessible meetings and events that everyone can follow in real time, whether they need translation, captioning, or ASL support.

What language accessibility means

Language accessibility means giving every meeting or event participant real-time access to content in the format they use. It’s not a transcript sent days later or slides with notes added after the fact.

Language accessibility includes multilingual access through speech interpretation— human or AI speech translation, live captioning, and/or full transcripts.

It also includes providing American Sign Language (ASL) interpreting and/or live captioning to Deaf/hard-of-hearing participants. For guidance, see our tips for how to work with an ASL interpreter.

What language-accessible meetings look like in practice

In a language-accessible meeting, every participant can follow along—without extra effort.

Attendees choose their language or accessibility options at registration, then get instructions for joining before the event starts.

From there, each participant engages on their own terms:

• Live translation in their preferred language
• Real-time captions
• ASL interpretation

Translation and interpretation stay in sync with the speaker, so participants can ask questions and contribute without lag.

Afterward, multilingual transcripts let teams revisit what was discussed.

The result: better participation, clearer communication, and more consistent outcomes—regardless of language or hearing status.

A language accessibility checklist

Use this checklist as a repeatable process to plan language-accessible meetings and events:

Before the event

• Identify language needs early. Ask during registration or survey participants in advance. 
• Share materials in advance. Provide decks, scripts, and agendas to interpreters and translators.
• Identify required services. Select AI live translation, ASL interpreting, captioning, or a combination. 
• Choose the right platform. Confirm your interpretation platform supports multiple language channels (translation, captioning, ASL, or a combination) and that it supports participant-level access so people can actually take part in the conversation, not just receive a one-way feed. 
• Build buffer time into the agenda. Allow time for interpretation and translation.
• Prepare speakers. Brief them to speak clearly at a steady pace to improve AI translation accuracy and support interpreters.
• Optimize audio quality. Use proper microphones and test audio before the event.
• Set up terminology. Configure custom glossaries for industry-specific language. 
• Set up Deaf and hard-of-hearing access. Schedule ASL interpreters and align them with the event flow. Confirm scheduling details with participants who require ASL support.
• Send clear access instructions. Show participants how to enable captions, translation, or interpretation. 
• Test hybrid access paths. Validate both in-person (QR code) and remote (link) experiences. 

During the event

• Maintain speaker pacing. Reinforce clear, consistent delivery.
• Monitor audio quality in real time. Fix issues immediately.
• Confirm accessibility tools are working. Verify translation, captioning, and interpretation are active. 
• Support participants. Help attendees quickly find and use accessibility features.

After the event

• Deliver transcripts. Provide them in all relevant languages.
• Gather feedback. Ask about accessibility experience and identify gaps.
• Document learnings. Capture what worked and update your process for future events. 

When AI live translation is the right fit – and when it isn’t

AI live translation works well for meetings, training, conferences, and events where broad comprehension is the goal.

Avoid it in situations where precision of every word matters such as legal proceedings or sensitive HR conversations. Use human interpreters when nuance matters.

For Deaf participants who communicate in ASL, human interpreting is the right fit for long or live meetings and events. AI Sign Language translation is actively being piloted and performs better in narrower scenarios like short, impromptu conversations, recorded training, and internal comms.

We go in greater depth in our “AI Translation vs Human Interpreters: When to Use Each” post.

A note on compliance

Accessibility laws vary by region. For example, the Americans with Disabilities Act (ADA), European Accessibility Act (EAA), Title VI of the Civil Rights Act (Title VI), and other similar regulations may apply. Check with your legal or HR team to understand what applies to you. This checklist does not provide a framework for compliance but rather addresses the operational side: the concrete steps that make a meeting or event language-accessible.

How to implement this in practice

Sorenson Forum handles multilingual translation, while our interpreting team supports ASL, so you can manage language accessibility through a single vendor.

If you’re building a language accessibility plan for your organization, try the free trial or talk to one of our accessibility experts.

FAQs

Q: What does 'language accessibility' mean for enterprise meetings? 

A: Language accessibility means every participant can follow along and engage in a meeting or event in their preferred language or communication mode — in real time. For multilingual participants, this means live translation. For Deaf or hard-of-hearing participants, this means ASL interpreting or real-time captioning.

Q: Do I need a specialized platform for language-accessible meetings? 

A: For multilingual access at scale, yes — a platform like Sorenson Forum delivers live AI translation and captions to each participant’s device without interpretation booths or equipment.

For ASL interpreting, a provider like Sorenson can schedule Video Remote Interpreters (VRI) or on-site interpreters who join your meeting directly through whatever video conference platform you’re already using.

Q: Why can’t I use captions for everything?

A: Captioning is a powerful tool, but it is not one-size-fits-all. You may have a blind participant who also speaks a different language. You may have people with limited reading proficiency. Your planning should include options for these situations.

Q: Does AI interpret sign language for meetings and events?

A: Not yet for live sustained meetings and events. AI Sign Language translation is actively being piloted and performs well for short, impromptu conversations, recorded training, and internal comms, but isn’t ready for long meeting settings like the ones this guide covers.

AI-powered live translation and human interpreters both work. The challenge is that both are useful in different situations. If you’re an HR manager, event coordinator, or L&D lead trying to figure out which one fits your next meeting, training, or event, here’s a practical framework for deciding.

What AI-powered live translation actually does

Real-time AI translation takes a speaker’s words and delivers them as captions, text, or translated audio to each participant’s device — in their chosen language — as the session happens. Participants can also receive transcriptions after the session.

Attendees join via a link or QR code. No special hardware, no advance scheduling, no dedicated interpreter per language.

This works well when the goal is broad comprehension. A multilingual all-hands. An onboarding session for 50 people who speak five different languages. A conference where attendees need to follow a keynote. Custom glossaries can be configured for industry-specific terms, which helps in technical training environments.

Where it breaks down: any situation where the precision of every word matters. AI live translation is not 100% accurate, and it does not catch tone, hesitation, or cultural subtext the way a person does.

What a human interpreter brings

Human interpreters, on the other hand, pick up on voice fluctuations that signal emotion, navigate cultural context, adapt to accents or highly technical language, and, importantly, ask for clarification when something’s unclear.

This is true for any spoken language pair, but it’s especially important for Deaf and hard-of-hearing participants who use American Sign Language. ASL is its own language with its own grammar and syntax. It is not a transliteration of English. Communicating with a Deaf participant who uses ASL requires a qualified human ASL interpreter — that is not a situation where captions or AI are currently an adequate substitute.

Use this framework to decide

This isn’t exhaustive, but it covers the most common enterprise scenarios of when to use live interpretation vs AI translation.

When you might need both

A company all-hands or employee training might have employees who speak multiple languages and employees who are Deaf or hard-of-hearing. An event could have Deaf or hard-of-hearing participants. AI live translation handles the multilingual and non-signing side. An ASL interpreter handles communication with Deaf participants who use ASL.

Is AI ready for sign language translation?

Not yet for most situations, but it's where Sorenson is actively building. Our AI Sign Language Translation development focuses on everyday interactions where a human interpreter isn't available: short service moments, training content, routine exchanges.

Two proof-of-concept tracks are in progress. One translates spoken and video training content into ASL for LMS platforms; the other translates ASL to English in real time for in-person service interactions like kiosks and counters. Both are being developed with Deaf professionals, community input, and human quality review, and are designed to expand access in low-context situations.

Figure out what you need

Now that you know when different kinds of translation and interpreting can be used, the next step is to put them into practice. If you want to test to see how AI translation and captions work for your scenario, Sorenson offers a free trial.

FAQ

Q: Is AI translation accurate enough for enterprise meetings? 

A: For most enterprise meetings, training sessions, and events where broad comprehension is the goal, yes. AI live translation handles general business language well, and custom glossaries can be configured for industry-specific terminology. If you are providing accessibility services to a Deaf/hard of hearing person, ask them if they would like captions in addition to an ASL interpreter.

Q: When should you use a human interpreter instead of AI? 

A: For spoken language interpretation, use a human interpreter when the stakes of a mistranslation are high, such as legal proceedings, medical consultations, nuanced negotiations, or situations requiring deep cultural context.

For Deaf or hard-of-hearing participants who communicate in American Sign Language, human ASL interpreters are essential. AI Sign Language Translation (AST) is still in development and pilot testing. It’s built for situations where live interpreters aren’t always practical, such as short, routine interactions and recorded learning content. 

Q: Can AI translation and human interpreters be used in the same session? 

A: Yes. Organizations can run AI live translation (via a platform like Sorenson Forum) for multilingual attendees while coordinating a separate ASL interpreter for Deaf or hard-of-hearing participants in the same event. These are distinct services, but they can be deployed together through the same vendor and are increasingly common in all-hands meetings, training sessions, and public-sector events. 

Deaf and hard-of-hearing participants may request ASL interpreters and English captioning. These services together can meet the needs of participants.

In educational settings, students may also request note-taking services, which can be provided as a transcript when the AI live translation app is used.

Q: How does real-time AI translation work? 

A: Participants join a session via a link or QR code on their own device. As a speaker talks, the AI processes their speech and delivers a translated version — as text captions, audio, or both — directly to each participant in their chosen language. No special equipment, no advanced scheduling, no per-language interpreter required.

Where desired, AI live translation can provide captions on a stand-alone monitor or as a green-screen overlay on a screen displaying the stage/speaker.

Q: Can AI do what a human ASL interpreter does?

A: It depends on the situation. For meetings, events, and any interaction involving nuance, context, or real-time complexity, a qualified human interpreter is the right choice — and that covers most professional settings.

For shorter, more routine interactions — training videos, recorded content, quick informational exchanges, or moments where a live interpreter simply isn't available — AI Sign Language Translation can step in. Sorenson is currently piloting this technology for those specific use cases, with the goal of expanding access for Deaf people in the moments that would otherwise go uncovered.

Client Overview

The challenge: Communication without full context

The Solution: Bringing interpreting into everyday conversations

• On-demand VRI (Sorenson Express) for spontaneous floor conversations and quick questions

• Scheduled VRI for one-on-ones, safety meetings, town halls, and company updates

Implementation: Interpreters available in seconds

The Impact: Faster communication and stronger relationships

Faster, more natural conversations

More meaningful participation

Stronger retention

Peace of mind for leadership

Broader business benefits

• Strengthening its reputation as an inclusive employer
• Expanding the potential labor pool
• Improving team collaboration and understanding
• Demonstrating investment in employee success

Conclusion: A simple step with meaningful impact

Would you trust your money with a bank that didn’t serve you in your language?

Language accessibility is always important to customer experience, but it is even more critical for financial institutions. While your customers may be comfortable buying a bottle of water at a store where clerks don’t speak their language, it’s another matter to trust their mortgage or retirement savings to a company they can’t communicate with effectively.

Providing language accessibility to customers builds trust and confidence in your services, but the impacts can also quietly spread to multiple aspects of your operations. A well-executed accessibility strategy can address high-priority concerns across multiple areas of your organization:

• Compliance: risk reduction
• CX: improved customer experience
• HR: expanded workplace inclusion
• IT: secure enterprise solutions

When you implement accessibility holistically — as part of your ideology rather than a box to check — the impact reflects more than good intentions; it’s smart business.

Compliance: reduce risk with measurable accessibility enhancements

If communication accessibility mandates are what got the ball rolling for your institution, there’s no shame in that. Regulatory requirements, including those in the Americans with Disabilities Act (ADA), are a standard starting point for many accessibility plans.

While no one accessibility solution is a silver bullet, every step to increase accessibility for protected groups can help to bolster your compliance strategy.

In the case of Deaf and hard-of-hearing customers, effectively implementing accessibility measures often depends on how they communicate:

• Hard-of-hearing individuals who speak but don’t hear well may prefer real-time captioning and written communication.
• On-demand ASL interpreting can provide equal communication access to Deaf customers who primarily use sign language.

A common practice for communicating with Deaf and hard-of-hearing customers is writing back and forth, either with pen and paper or via text. While it’s a cheap and impromptu workaround for hearing and Deaf people to communicate basic information, there are some notable drawbacks:

• It’s slow. Written notes significantly delay communication compared with using an ASL interpreter, since handwriting is far slower than natural language exchange and ASL enables real time conversation. While staff are writing notes back and forth, other customers may be left waiting for service.
• It’s limiting. An Institute of Education Sciences study found the median literacy rates of Deaf American high-school students to be around a fourth-grade level, which limits how effectively employees and customers can communicate about complex topics by simply passing notes.
• It’s invisible. Note-writing is not a solution you would proactively market to attract Deaf and hard-of-hearing individuals as customers.

Financial services providers that invest in more sophisticated integrated language solutions can establish a standardized, auditable approach to providing communication access. Increasing public visibility also invites new and existing customers to engage on their terms.

CX: improve customer experience with language access

Customer experience is an often-overlooked aspect of offering accessibility. For decades, businesses doing the bare minimum to comply with accessibility mandates have missed out on the benefit of providing service that leaves their customers feeling valued.

Great service is part of building trust. Trust breeds loyalty. Loyal customers stay with you, and they recommend you to people they know (and strangers on the internet; Reddit, Quora, even LinkedIn are full of people asking for recommendations and people serving up their tried-and-true suggestions).

When consumers have many options for financial services, optimizing customer service is not merely a nice-to-have:

• 88% of consumers say experience is as important as products/services.
• 97% of customers say customer service accessibility is an important factor in brand loyalty.

While customer experience is important to all customers, it’s especially influential for commonly underserved groups — like Deaf and linguistic minorities. The majority of customers who use languages other than English say they heavily weigh recommendations from friends and family in choosing who they bank with. And customers aren’t shy about sharing those recommendations if they feel your service warrants it; nearly 3 out of 4 will tell others about a positive experience.

What makes for a positive customer experience

All the little things add up to create a great customer experience, but Americans overwhelmingly agree about which elements matter most: speed, convenience, knowledgeable help, and friendly service. These key aspects of the customer experience scream language accessibility. They also all boil down to demonstrating to customers that you value them and prioritize giving them excellent service.

Now that personalization is standard practice for top-tier customer service, the public expects that businesses will use all that data they’re collecting to tailor marketing and maintenance to customers’ individual needs and preferences…including language. In fact, that’s a dealbreaker for many consumers; two out of five say they don’t give their money to companies that won’t accommodate their primary language.

Improving customer experience with inclusive language solutions

Language accessibility has exploded with the expansion of broadband internet and, more recently, artificial intelligence. While providing access in the past typically required scheduling and specialized equipment, now you can access inclusive language solutions for everyday use — no need to plan ahead or manage clunky tech.

For example, AI-powered speech translation and captioning, like Sorenson Forum, combines the real-time captioning functionality of Communication Access Realtime Translation CART for hard-of-hearing accessibility with instant translation into dozens of languages simultaneously.

For communicating with Deaf customers who primarily use American Sign Language (ASL), captioning isn’t an ideal solution — but on-demand ASL interpreting can be. Sorenson Express is an app- and browser-based solution you can use to get an ASL interpreter on-the-fly to serve customers quickly and effectively — welcome them warmly, ask and answer questions, educate them about services — in their language and yours.

Customer experience as a business development driver

While financial services are essential for most people and can provide value to the public, it’s still a business with a need to attract and retain customers. It’s no stretch to make the connection between inclusive customer service and retention. However, institutions may overlook the power of accessibility as a magnet for new business.

It’s common knowledge that referrals are one of the most valuable ways any business acquires new customers, and statistics make it abundantly clear why:

• 9 out of 10 consumers trust recommendations from friends or family more than any type of marketing. And in fact, half of consumers rely on those recommendations when choosing a business.
• Referrals are 5x more likely to become customers than other lead sources.
• Customers from referrals average 16% higher lifetime value than other customers.

The data for consumers as a whole is persuasive, but referrals count for even more among Deaf consumers and foreign language speakers. For example — compared to overall consumer reliance on recommendations — customers who don’t speak English are 10% more likely to choose a financial institution based on the input of family and friends.

An accessible customer experience that supports the language needs of your community — be it local or global — is a competitive differentiator that gives your financial institution an edge in customer referrals, particularly for linguistic minorities who put extra weight in recommendations from the people around them.

The appeal of banking with an organization that prioritizes accessibility doesn’t end with the consumers who benefit directly from those considerations; their family members, friends, and advocates are also inclined to take their money to businesses that care about being accessible.

More than 90% of Deaf consumers come from hearing families — parents, siblings, aunts and uncles, even children — who also need a financial services provider also need a financial services provider.

HR: expand workplace inclusion and enrich company culture

HR teams play a critical role in building inclusive workplaces. That work goes beyond hiring. It includes ensuring employees with disabilities can succeed and that company values show up in customer-facing experiences.

Actively promoting accessibility boosts customer experience and builds a more inclusive workplace. Meeting a variety of language and culture needs at your institution shows everyone is valued, raising morale and lowering turnover. This helps employees from all backgrounds feel respected and included.

Training front-line staff on best practices for interacting with Deaf or multilingual customers, and on when and how to use ASL interpreting or translation services, equips employees to respond confidently and efficiently. The result: less uncertainty, faster service, and a more inclusive experience for all.

IT: integrate secure enterprise solutions for low-lift, seamless operations

Security and privacy are elements of customer experience. That may not be obvious when your IT operations are running like a well-oiled machine, but it becomes apparent the moment you have an outage or a breach.

Secure and seamless communication solutions

For IT departments, the challenge lies in implementing robust, secure, and user-friendly technology that supports accessibility initiatives without compromising data integrity or system performance.

Integrating ASL interpreting services, especially remote video interpreting (VRI), requires careful consideration of bandwidth needs, platform compatibility, and data security. However, the right technology solution can provide a flexible and efficient way to offer interpreting services across multiple branches or even for virtual meetings. We partner with financial institutions to implement VRI solutions that integrate seamlessly with your existing infrastructure, ensuring compliance with your data privacy and security programs while providing high-quality video and audio for interpreting sessions.

The bottom line: accessibility as a growth driver

Investing in language accessibility, particularly ASL interpreting, is more than just fulfilling a social responsibility. It's a strategic investment that can:

• Expand your customer base: Tap into the significant market of Deaf and Hard-of-Hearing individuals.
• Enhance your brand reputation: Position your institution as inclusive, forward-thinking, and customer-centric.
• Reduce legal risks: Help to comply with applicable accessibility mandates.

Boost employee confidence and satisfaction: Empower your team to serve all customers effectively.

At Sorenson Communications, we are committed to helping financial services providers unlock the full potential of accessibility. Let's work together to bridge communication gaps and build a more inclusive financial future for everyone.

Ready to discuss how ASL interpreting can transform your customer experience and meet your compliance goals? Contact us today for a consultation!

When to use on-site ASL interpreting

• In-person meetings or events lasting several hours or multiple days
• Situations involving movement or changing locations
• Outdoor settings or locations without reliable internet access
• Conversations where relationship-building or nuance is especially important

Prepare for an on-site interpreting assignment

• Schedule as far in advance as possible: Request on-site interpreting at least 48 hours in advance whenever possible. Earlier scheduling increases the likelihood of securing preferred interpreters.
• Ask about interpreter preferences: If appropriate, ask Deaf participants whether they have preferences related to interpreter style or familiarity with certain terminology. Maintain a list of preferred interpreters familiar with your company’s language and staff name signs. If an interpreter isn’t a good fit, request that they not be assigned again.
• Share logistical and contextual details: Provide the interpreter with agendas, key names, specialized terminology, a point of contact, and relevant logistical details such as parking and building access.
• Plan for contingencies: If an on-site interpreter is not confirmed 72 hours prior to the assignment, contact the Deaf participant to discuss alternatives, such as scheduled Video Remote Interpreting (VRI), while respecting preferences for in-person services.

On-site interpreting etiquette

• Look at and speak directly to the Deaf or hard-of-hearing person
• Take turns and avoid speaking over others
• Pause to allow the interpreter to finish signing before responses
• Identify yourself when speaking in larger groups
• Consult with interpreters and Deaf participants about optimal interpreter placement
• Don't block the interpreter’s visibility when presenting
• Be mindful of side conversations—interpreters are professionally obligated to interpret everything they hear.

Compare interpreting options

Learn more about ASL interpreting etiquette

How to work with an ASL interpreter: etiquette tips for better conversations 

Frequently asked questions about on-site ASL interpreting

• How far in advance should I request an on-site ASL interpreter? At least 48 hours in advance is recommended, though earlier requests improve availability—especially for multi-day or specialized assignments.
• What happens if an on-site interpreter is unavailable? If an on-site interpreter cannot be confirmed, scheduled Video Remote Interpreting (VRI) may be offered as an alternative, depending on the situation and participant preferences.
• Is on-site interpreting required for all in-person meetings? Not always. Many in-person meetings can be effectively supported through VRI when participants are stationary and internet access is reliable.

Communication drives performance. When employees clearly understand information, contribute ideas, and participate fully in meetings, organizations can make better decisions and move faster.

But for many people — including neurodivergent employees and people with aphasia — typical workplace communication often creates confusion instead of clarity.

Fast-paced meetings, dense language, and audio-only discussions can limit comprehension, participation, and confidence. When organizations rely solely on baseline accessibility features, these barriers persist.

Language services can help address these barriers.When implemented thoughtfully, they don’t just support individuals — they can improve engagement, productivity, and inclusion across the entire organization.

Why language accessibility matters at work

Neurodivergent individuals represent an estimated 15–20% of the population, and more than two million Americans live with aphasia, a language disorder often resulting from strokes or brain injuries. Many employees — diagnosed or not — benefit from communication tools that reduce cognitive load and improve understanding.

When organizations fail to address these needs, the impact shows quickly: misalignment, disengagement, and missed contributions. When they do address them, the benefits extend far beyond compliance. Clear,  accessible communication improves how teams collaborate, learn, and perform.

Accessibility, in other words, is no longer just an accommodation. It can be a competitive advantage that unlocks innovative ideas and groundbreaking business insights.

How Language Services Support Neurodivergent Employees and People with Aphasia

Neurodivergent employees, including individuals with autism, ADHD, or dyslexia, and people with aphasia can encounter communication barriers in typical workplace settings. Fast-paced meetings, dense language, and audio-only discussions can make spoken information harder to process in real time, which may limit understanding, participation, and confidence.

Language services can help address these challenges by reinforcing spoken communication with visual and flexible alternatives. Real-time captions allow participants to read along as information is shared, making it easier to follow discussions, clarify meaning, and stay oriented as conversations move quickly. For individuals who benefit from visual support or structured text, captions reduce reliance on memory and support clearer comprehension.

Post-session transcripts extend this support beyond the live meeting. They allow employees to review key points, revisit complex information, and confirm action items at their own pace, without needing to absorb everything in the moment.

For multilingual employees or global teams, language translation expands access by allowing participants to read captions or listen to content in their preferred language. This helps ensure that language differences do not become barriers to understanding or contribution.

By offering multiple ways to access the same information, language services support clearer communication and help more employees participate fully and share their expertise.

Reducing cognitive overload for everyone

While these challenges may be more pronounced for some employees, cognitive overload is common in the workplace. Meetings packed with dense information, overlapping speakers, and unclear action items make it harder to absorb and retain key messages.

Language services can help to reduce this strain by:

• Reinforcing spoken information with readable and accurate text
• Allowing participants to process content at their own pace
• Providing transcripts employees can revisit after meetings

For example, real-time captioning and transcription enable participants to stay focused on discussion rather than scrambling to take notes.  Clearer understanding the first time can reduce follow-up questions, repeated meetings, and decision fatigue, helping teams stay aligned and productive.

Why built-in captions aren’t enough

Most meeting platforms now offer live captions or basic transcription. These features are a helpful starting point—but they were designed for convenience and to check a box on a list of features, not inclusive outcomes.

Built-in captions can struggle with accuracy, technical vocabulary, accents, or multiple speakers. They typically offer limited customization and little support for multilingual audiences, making it difficult to scale across large meetings, trainings, or live events. Purpose built language services address these gaps.

Platforms like Sorenson Forum are designed specifically for comprehension and participation at scale. Forum provides real-time captioning and multilingual speech translation, allowing participants to read captions or listen to translated audio in their preferred language, on their own devices. Forum works alongside existing meeting tools like Zoom or Microsoft Teams, extending accessibility without disrupting established workflows.

Built-in captioning is a baseline. Inclusive communication requires tools built for real understanding—across languages, learning styles, and environments.

Accessibility drives inclusion—and performance

Inclusive communication is increasingly recognized as an important part of how organizations support employee participation, collaboration, and alignment. Research from Deloitte and McKinsey has consistently found an association between inclusive workplace practices and positive business outcomes, including higher levels of employee engagement, innovation, and organizational effectiveness. While inclusion alone does not guarantee performance gains, organizations that prioritize inclusive practices can create environments where more employees can contribute fully and effectively.

Language accessibility is one practical component of this broader effort. Tools such as real-time captioning and multilingual support can help make meetings, trainings, and live events easier to follow, particularly in fast-paced or information-dense environments. By reducing communication friction and cognitive strain, accessible communication tools can support clearer understanding and more consistent participation across teams, especially in hybrid and global workplaces.

Beyond internal benefits, businesses that prioritize accessibility strengthen their brand reputation and build lasting customer loyalty.  An  Accenture study found that 62% of shoppers prefer businesses known for ethical practices, underscoring the value of inclusion in today’s marketplace.

By committing to accessibility, companies signal they are forward-thinking and inclusive. That commitment helps attract top talent, deepen customer trust, and drive sustainable growth — creating meaningful impact for both business and society.

Practical Steps to Improve Language Accessibility at Work

Improving language accessibility doesn’t require a complete overhaul. Small, intentional changes make a measurable difference.

• Simplify communication: Use plain language in emails, instructions, and presentations.
• Leverage purpose-built tools: Go beyond baseline captions with real-time transcription and multilingual translation designed for enterprise use.
• Offer multiple formats: Provide written, visual, and audio formats to match different communication needs.
• Train teams: Help employees understand how to communicate clearly and inclusively across different needs and styles.

Ready to build a more inclusive workplace?

Language services do more than improve accessibility. They unlock participation, strengthen collaboration, and help organizations operate at their best.

By investing in inclusive communication tools, businesses create environments where more employees can contribute fully — and where better ideas rise to the surface.

FAQ:

• What is real-time captioning for meetings?
• • Real-time captioning displays spoken words as on-screen text during live meetings or events. It allows participants to read along as conversations happen, improving comprehension and focus.
• How does AI captioning support neurodivergent employees?
  • AI captioning reinforces spoken communication with text, making information easier to process, retain, and revisit. This can help to reduce cognitive overload and can support different learning and communication styles.
• How is Sorenson Forum different from built-in Zoom or Teams captions?
  • Sorenson Forum is a purpose-built accessibility and language-access platform designed for accuracy, comprehension, and scale. It supports real-time captioning and speech translation simultaneously in 25 core languages and 45 dialects.
  • Participants can view captions in their preferred language on their own devices.  
• What are the business benefits of multilingual translation at events?
  • Multilingual translation allows organizations to engage attendees who speak different languages without requiring separate events or sessions. This allows organizations to reach more people with the same event investment.
• What tools support inclusive communication in hybrid workplaces?
  • Sorenson Forum, CaptionCall, Video Remote Interpreting (VRI) — Scheduled and On-demand, Video Relay Service (VRS), screen readers, and text-to-speech tools.

On-demand ASL interpreting provides fast, app- or browser-based access to an interpreter for short, impromptu conversations. Sorenson Express is designed for speed and ease of use, making it ideal when conversations can’t be scheduled in advance.

This guide explains when to use on-demand interpreting and how to ensure a smooth experience.

When to use on-demand ASL interpreting

On-demand video remote interpreting (VRI) is best suited for:

• Short, one-on-one or small group conversations
• Last-minute or spontaneous interactions
• Quick check-ins with customers, colleagues, or visitors

It is not recommended for:

• Long or complex meetings
• Large group conversations
• Sensitive, legal, or specialized discussions that require scheduled interpreters

Scheduled VRI may be a better option for large, long or specialized discussions.

Prepare for an on-demand Video Remote Interpreting session

Because on-demand interpreting is designed for speed, basic preparation helps avoid delays.

• Check your technology: Ensure your internet connection, camera, and microphone are working. Accept any browser or app prompts that allow access to audio and video.
• Position the device correctly: For in-person conversations, position the screen so the Deaf or hard-of-hearing participant has a clear view. Hearing participants should stay close to the microphone or use a connected audio device.
• Make access visible: For physical locations, post signage or QR codes so users can easily access on-demand interpreting when needed.

On-demand interpreting etiquette

Even in quick conversations, ASL interpreting etiquette still applies.

• Speak directly to the Deaf or hard-of-hearing person
• Take turns and avoid overlapping speech
• Identify yourself when multiple people are present
• Allow pauses for the interpreter to finish signing, and Deaf participants to respond
• Remember that interpreters must interpret everything they hear, including side conversations

Tips for in-person conversations

• Prioritize the Deaf individual’s view of the screen
• Ask the Deaf or hard-of-hearing participant to adjust volume if needed rather than touching their device
• Move to a quieter or more private area if audio quality is an issue

Tips for virtual conversations

• Pin the interpreter’s video (or enable pinning) in meetings with multiple participants
• Keep cameras on so facial expressions are visible
• Pause when sharing screens or referencing visuals to confirm all can see
• Avoid repeatedly turning cameras on and off, which can cause the interpreter’s video to move
• Use the hand raise feature to signal your desire to speak and leave it up until you’re done speaking

Compare interpreting options

Not sure whether on-demand, scheduled VRI, or on-site interpreting is the best fit for your situation?

Use our interpreting solutions comparison guide to compare session length, availability, and ideal use cases across options.

Learn more about ASL interpreting etiquette

For broader guidance on working respectfully and effectively with ASL interpreters in any setting, see our full guide:

How to work with an ASL interpreter: Etiquette tips for better conversations

Have questions or need help choosing the right interpreting solution?

Contact us at [email protected] or visit sorenson.com

Frequently asked questions about on-demand ASL interpreting

• When should I use on-demand ASL interpreting instead of scheduled services?
  On-demand video remote interpreting is best for short, spontaneous conversations that cannot be scheduled in advance. For longer or more complex discussions, scheduled VRI or on-site interpreting is recommended.
• Is on-demand ASL interpreting appropriate for large meetings?
  No. On-demand interpreting is designed for one-on-one or small group conversations. Large or formal meetings should use scheduled interpreting services.
• Can on-demand ASL interpreting be used for virtual meetings?
  Yes. On-demand interpreting can be used within supported virtual meeting platforms for short, unplanned conversations.
• Can on-demand VRI be used for in-person meetings?
  Yes. VRI can support in-person meetings when participants have access to a screen, camera, microphone, and reliable internet connection.
• When is Video Remote Interpreting (VRI) better than on-site interpreting?
  VRI is often a better option when on-site interpreters are unavailable due to location or interpreter availability, when meetings are virtual or hybrid, or when there is a shorter turnaround time. Because VRI allows interpreters to join remotely, it can offer greater flexibility and faster access while still supporting effective communication.