Best Innovation in Customer Service 2023 - Automated Translation powered by AI.

The customer service landscape constantly evolves, and businesses are continually looking for new ways to improve their customer experience. In 2023, the year when the AI revolution started, one of the most groundbreaking innovations in customer service is real-time automated translation powered by AI. This solution has recently been recognized by the European Contact Center Customer Service Awards (ECCCSA) when Transcom, Parloa, TUI, and Nextory won an award for Best Innovation in Customer Service.

Real-time automated translation is a technology that allows businesses to provide customer service in multiple languages, in both text and voice channels. This is a huge advantage for companies that want to provide support in multiple languages because it eliminates the language barrier between their support teams and customers.

Automated Translation is powered by AI, which allows it to learn and adapt over time. This means that its accuracy is constantly improving. As a result, you can be confident that your customers will receive accurate and helpful support, even if they speak in a language your agents don’t speak.

Here are some of the benefits of real-time automated translation for customer service:

• Improved customer experience: Customers can get help in their preferred language, which can lead to a more positive and satisfying experience.
• Improved quality of service: With automated translation, you’ll have an opportunity to hire agents in any location based on their customer service skills, rather than on the languages they speak. This means you’ll be able to recruit higher-quality talent, wherever they are. 
• Reduced costs: By hiring agents in more cost-competitive locations, businesses can save money on their customer service operations.
• Easily managing peaks: Utilize the existing workforce and lower the number of additional hires in multiple locations. This will make seasonality bearable and cheaper.
• Increased agent satisfaction: Allow your agents to focus on the customer rather than the language. This will help them improve performance and provide better service faster.

Award-winning solution for customer service.

European Contact Center Customer Service Awards (ECCCSA) recognized Transcom, Parloa, TUI, and Nextory for our projects using Automated Translation in the Best Innovation in Customer Service awards category.

The jury recognized this solution because it leverages innovative AI technology and has brought incredible benefits to our clients, TUI and Nextory, in a very short period of time. 

TUI unlocks revenue generation and cost reduction with real-time automated translation powered by AI.

TUI Group is a global leisure, travel, and tourism company, with headquarters in Germany. It fully or partially owns several travel agencies, hotel chains, cruise lines, and retail shops as well as five European airlines. These activities involve the operation of 400 own hotels, 16 cruise ships, and a fleet of 134 aircraft.

Being a Transcom client for several years, they relied on us to help them solve issues with their customer support operations in order to unlock revenue generation and reduce costs. We suggested and piloted Automated Translation together with our tech partner, Parloa, whose voice translation technology is unparalleled in the market. 

The main issues TUI has been facing:

1. They have difficulties finding skilled agents on, near, or offshore for European languages like Dutch, Flemish, Swedish, French and Finnish.
    
2. Their volumes for pre-travel cases have huge peaks, and their existing customer service teams are not always able to handle them efficiently, which results in high waiting times and call abandonment rates. This is especially significant because these pre-travel cases result in revenue generation, so each abandoned call could mean revenue loss for the company. The cases include travel cancellations, booking changes, luggage additions, seat changes, etc.

With Automated Translation, TUI will be able to solve all these challenges.

They can now support customers through Transcom Cairo in Dutch, Flemish, Swedish, French and Finnish with an existing English-speaking team. This will not only solve the recruitment issue, but they are also able to access a high quality talent pool in a location with significantly lower labor costs.

By handling excess volumes for pre-travel cases from Cairo with the existing English-speaking teams, they will no longer lose revenue to dropped calls.

 Nextory unlocks Europe-wide growth with real-time automated translation powered by AI.

Nextory is one of Europe's largest streaming services for audiobooks, ebooks and digital magazines. The app was founded in 2015 by the serial entrepreneurs Shadi Bitar and Ninos Malki. Since then, the company has developed into a fast-growing platform that enables unlimited distribution of stories and knowledge in various digital formats.

Their ambition to grow across European countries caused a challenge in scaling customer service operations and the ability to be wherever their customers are, in their native languages. Even though they don’t have high contact volumes in all regions and languages, they wanted to make sure none of their customers were left without an opportunity to receive support in their own language.

With a traditional approach, it would be very expensive and almost impossible to deliver service in eight languages with low volumes covered by ten agents. This is why we suggested a cutting-edge AI translation solution to meet the requirements for a fraction of the cost.

With Automated Translation in text channels, the client is now able to serve all their customers in their native languages from a low-cost location with an exceptionally high quality of service. The agent and customer satisfaction is impressively high due to the quality of the interactions. The agents are now only focused on the outcome of the interactions without having to worry about the language.

Read the full case study here