Delivering World-Class Multilingual Customer Support - February 16, 2022
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Delivering World- Class Multilingual Customer Support February 16, 2022
About Language I/O
Language I/O builds intelligent technology that powers meaningful conversations
between global organizations and people.
Article Case
Chatbot
Social Chat
Some of our clients
ISO 27001 Certified & GDPR Compliant
Improve CSAT & NPS with an average ROI
of 550%
API
The Importance of Providing Multilingual Customer Support
of consumers have higher expectations for
customer service today than they did 3-5 years
65% ago.
- Netomi’s 2021 State of Customer Service Report
Most Common
Languages Spoken on
the Internet
Source: Statista; data as of January 2020
Most Common 25.90%
Languages Spoken on
the Internet 74.10%
English Not English
of customers are more likely to buy if post-
purchase support is provided in their native
74% language.
-CSA Research
Retail e-commerce sales worldwide from 2014 to 2025
Types of Multilingual Support
Chatbot Website / Social
Knowledge Base Content
Email Live ChatHuman Translation
of Static Content
Chatbot Website / Social
Knowledge Base ContentMultilingual Support Agents
For Real-Time Support
Email Live ChatMonolingual Customer Support Scenario
Option A: Duplicate Services For Every Supported Language
Option B: Install Language I/O
Ensuring Translation Quality
World-class support requires more than generic
translated conversations.
Generic NMT engines and Google focuses on generalizing One Machine Engine is not
translations do not please consumer translations. enough for quality translation.
everybody.
Different companies require different Google prioritizes speed and scale over For company-specific translations,
glossary term translations. For example, quality. When revenue relies on Google’s results vary drastically based
the word ‘player’ can be translated as accurate translation of company- upon quantity and human-translated
’basketball player’ or ‘video game specific terms generalizing isn’t content.
player’. enough.
- Slator
- Adam Bittlingmayer, CEO Modelfront, former - Adam Bittlingmayer, CEO Modelfront, former
Google Translate Software Engineer, Heather Google Translate Software Engineer
Shoemaker CEO Language I/OI have made the I have redeemed
he realizado la the promo code
promotion for the for the French
ganafor of the rg
promocion para el
Open winner
with rafa, and you ganafor del rg con rafa, y with Rafael Nadal
have not given me no me habis dafo la and you have not
iltima free given me the
the iltima free latest free
Support chat translated by Google Support chat translated by Language I/OProblem: Solution: A client providing open-source The client implemented web browsing was relying Language I/O’s ticket solely on manually copy & translation solution for pasting content into Google ZenDesk. Now, agents can get Translate to translate accurate translations with one thousands of multilingual click, directly within the support tickets every month. platform they’re working in.
Ensuring Security & Compliance
我有张毁世奥札奇
牌，带歼灭关键字
动作。但老是不触 I have an Eldrazi
I have Zhang Zhaozaiqi 发。瞎菜了。能帮 Devastator card with
card with annihilation annihilator keyword
keyword action. But it 我解决这个问题 action. But it doesn't
doesn't always trigger. 吗？gkd。我的电邮 always trigger. I'm
Blind dishes. Can you help confused. Can you help me
me solve this problem? gkd.
eldrazi.devastator@ solve this problem? Do it
My email is gmail.com，我的DCI quickly please! My email is
eldrazi.devastator@gmail. 号是9783472952。 eldrazi.devastator@gmail.
com, and my DCI number com, and my DCI number
is 9783723952. is 9783723952.
Eldrazi Devastator
Magic the Gathering我有张毁世奥札奇牌，带歼灭关键字动作。
但老是不触发。瞎菜了。能帮我解决这个问
Find and encrypt any embedded personal data for GDPR 题吗？gkd。我的电邮是
compliance before sending it to machines for translation. eldrazi.devastator@gmail我的 9783472952。
我有张毁世奥札奇牌，关键字动作。但老是
不触发。 能帮我。能帮我解决这个问题吗
Detect terms that require company-specific ？gkd。我的电邮是 我的
translations. 。
我有 Eldrazi Devastator 牌，关键字动作。但
Our self-improving glossary machine learning finds 老是不触发 annihilator 。能帮我解决这个问
other non-dictionary terms and keeps track of them. Once 题吗？ gkd。我的电邮是 我
we hit a threshold of chats containing this new term, it is 的 。
automatically added to the previous step.
I have Eldrazi Devastator card with annihilator
Intelligently select the best machine translation keyword action. But it doesn't always trigger.
engine for this chat message and impose our preferred I’m confused. Can you help me solve this
translations for glossary terms to produce a high-quality problem? Please help as quickly as possible!
translation without compromising PII. My email is , and my DCI
number is .Integrating with Your CRM
Problem: Solution:
A global stock photography
The company integrated
provider’s efforts to translate
Language I/O’s solutions for
its knowledge base for
case and article translation
customers in 100+ countries
directly into Salesforce,
proved to be a laborious,
shaving days off its
manual process, with work
operational translation
order requests getting passed
process. It is now able to
back and forth between
provide support in more than
translation agencies and team
20 languages.
members.Thank you, questions? Heather Shoemaker heathershoemaker@languageio.com Sales Inquiries sales@languageio.com
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