Case Study
Managing large volumes of customer support
An American family of audio and sound system brands, was looking for a cost-effective and user-friendly way to handle multilingual customer communications. Their English-speaking US-based customer support team was responsible for several non-US regions, including Germany and other European countries where users could submit questions, survey responses and complaints in their own language.
Solution
AI Portal pilot + GlobalLink Portal
To support the large volumes of German-language questions and the quick turnaround required by the customer support team to process and reply to them, the brand piloted the AI Portal with TransPerfect.
In the pilot process, English- and German-speaking members of the customer support team each reviewed translations of the customer queries into English and their subsequent re-translation into German in order to evaluate language quality.
Following positive feedback for both languages from the customer support representatives, the AI Portal was deployed to the 50-user team and was integrated with TransPort to support human translation of more sensitive documents that required a higher standard of quality.
Outcome
The AI Portal enabled customer support team members to easily translate large volumes of customer questions and complaints that would otherwise be financially infeasible if processed exclusively with human translation.
The near instantaneous translation of free text and documents allowed the brand’s customer support team members to quickly reply to customers and comply with their internal response time policy.
The quality of the raw MT output for both German into English and English into German facilitated the identification of standard responses and those that required human translation or post-editing via TransPort, greatly reducing the effort associated with this process.
The success of the AI Portal’s deployment for this team was echoed by positive feedback from the brand’s users, and the flexibility of the tool allowed for its expansion to additional teams at the company.
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