The case of Adobe

Improve multilingual customer satisfaction while lowering call center costs


In an effort to reduce costs in low revenue, non-English speaking markets, Adobe made the decision to revert customer service phone calls to English.
The company was not only interested in cutting call center costs while providing superior multilingual customer support, but also in providing ways to empower customers to find user support in their language via self-help and user forums online.


Adobe already used SYSTRAN software to increase translator productivity, but enabled real-time machine translation (MT) to extend language coverage. This improved multilingual self-help support and the translation of online product and service materials


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Catherine Tura
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