In today’s accelerated globalization, booming e-commerce and customer service digitalization, the languages spoken by potential consumers come in hundreds. Global companies are faced with a problematic equation: while they might have centralized their customer service operations, it is still costly to recruit an agent for every language covered. It is nevertheless crucial to respond to customers in their native language quickly, efficiently and at minimal cost to achieve excellent Customer Service.
Breaking the language barrier
It’s simple: translating client emails instantly, responding to them in their language just as quickly or automatically displaying the most common answers in FAQ databases in multiple languages is a real Game Changer. For global Customer Service teams, the response time in foreign languages can be divided by 10 after Neural Machine Translation implementation! Calls are reduced with increased usage of a multilingual online knowledge base and customer satisfaction is higher than ever!
Data leakage is the biggest threat
More importantly, unsecured online translation tools, often used by customer service teams to understand customer queries in foreign languages expose companies to data leaks. The nature of interactions during customer service operations can be as critical as sharing account information, credit card numbers, passwords and so on…
To guarantee complete security of your customer data, it’s absolutely key to rely on a provider that is able to provide the translation service on-premise or accessible via a private cloud. It is also true for internal support interactions. SYSTRAN also provide translation solutions for enterprise IT departments following a trend of global support services centralization, and allow them to manage technical support requests worldwide while ensuring user data security.
For more information on SYSTRAN’s multilingual solutions for customer service visit http://www.systransoft.com/business-solutions/customer-service-success/
Last week we hosted the 2018 edition of SYSTRAN Community Day! The conference was an exciting day full of energy, from Jean Senellart’s opening speech to our client success stories and celebrating SYSTRAN 50th anniversary! Here is a quick look at the conference highlights:
Jean Senellart announces SYSTRAN marketplace, a platform connecting the expertise of neural model trainers with the needs of industrial MT users
Jean Senellart, CEO of SYSTRAN France and CTO of the group opened the conference with a bold statement: the high quality of Neural Machine Translation has “commoditized” Machine Translation. As a commodity, NMT framework provides raw technology that needs to be refined, adapted and integrated for any industrial usage. After a look at the available NMT open source frameworks, including OpenNMT, cofounded and actively maintained by SYSTRAN, he made clear that streamlined training processes and data quality are the most crucial points to industrialize high quality neural machine translation.
Jean concluded his talk with the announcement of SYSTRAN marketplace, an open online platform where language experts have access to best of breed technology and framework to build, share, and sell language or domain models that can be accessed by industrial users. They will be able to select among hundreds of available models for any language pair and share feedback or evolution requests as per their specific needs.
How to facilitate the understanding of English-language documentations in the workshops
A subsidiary of Dassault Aviation located at Paris-Le Bourget Airport, Dassault Falcon Service (DFS) is the world’s biggest Falcon aircraft maintenance center. It provides its customers with a comprehensive range of services, including scheduled maintenance, interior renovation and modernization, engine and avionics modifications, servicing, repairs and equipment testing. Continue reading
With the ever growing need for content translation, Machine Translation and Language Technologies are more and more embedded in digital touch points (eCommerce Website, Blogs, Social Networks …) or Continue reading
The pharmaceutical giant, Boehringer Ingelheim has partnered with SYSTRAN to provide the company’s worldwide collaborators with user-friendly translation tools in order to facilitate multilingual communication. Continue reading