SDL Proprietary and Confidential Multilingual Chat and MT Use Cases Bob Manning – VP, Business Consulting September 24, 2014
Dec 04, 2014
SDL Proprietary and Confidential
Multilingual Chat and MT Use Cases
Bob Manning – VP, Business Consulting
September 24, 2014
2
SDL BeGlobal cloud platform
SDL BeGlobal is the leading
cloud platform for real-time
automated translation
Provides business owners
and content owners the ability
to manage and translate
Scalable and secure
Trainable and delivers
trusted translations User-friendly
Pre-integrated or
easily integrated
3
Email Support
Legal / Contracts
Marketing Content
Newsletters
Advertising
One size does not fit all… Q
ua
lity
Volume
Websites
Help
Software User Interface
Blogs Wikis
User Forums
FAQ
User Reviews
User Guides
IM
Product
Descriptions
Knowledge Base
Alerts/Notifications
Documentation/
Manuals
SMS
HR
Docs
Human
Translation Post-Edit
Requires high
quality publishable
translation
Not enough translators to
translate all of this content
MT-only
Machine Translation – 9 Customer Use Cases
5
Live chat translation
○ Real-time translation of web-based
chat conversations
○ Reduces cost of staffing the support/sales
operations as they do not need
multi-lingual agents
○ Customer acquisition rates are much
higher if you engage the customer in chat
Description
Benefits
6
Case study
○ Provide 24-hour customer support
to Spanish market
○ Deal with fluctuations in demand with
current staffing costs and levels
○ Maintain customer satisfaction levels
○ Enabled to provide 24-hour support
○ Satisfaction and NPS scores
on par with human support
○ Percentage of customers choosing out
of hours support (chat) option doubled
Business Goals
Results
“Customer satisfaction and
NPS scores from Spanish
Machine Translated chat
were on par with those of
our Spanish speaking
support.”
─ Annica Pender, Sr. Director,
Endpoint Protection & Productivity,
Symantec Corporation
7
Community forum translation
○ Translation of user-generated content
in web-based community forums
○ Enable interactions between customers
who speak different languages
○ Leverage community expertise across
languages instead of only within the language
of community experts
Description
Benefits
8
Knowledgebase content translation
○ Translation of knowledge base content
for local language customers
of technical solutions
○ Reduces customer support costs and
activity level by allowing remote language
customers to directly access solutions
○ Increases customer satisfaction by
providing solutions in their native language
Description
Benefits
9
Corporate translation portal
○ Immediate translation of text, files or web
pages through a browser-based translation
portal interface
○ Virtually immediate response
to translation requests
○ BeGlobal Term and Brand support
○ No concern about the mining/harvesting of
sensitive information by the translation provider
○ Can be branded with customer logo
Description
Benefits
10
Microsoft Office (Word, Outlook, PowerPoint, Excel)
○ Easy end-user translation of common
Microsoft Office documents (Word,
PowerPoint, Excel) and email
messages (Outlook)
○ Support for both baseline translation
engines and custom-trained
translation engines
○ BeGlobal Term and Brand support
Description
Benefits Microsoft Word Microsoft PowerPoint
Microsoft Outlook
11
Web content translation
○ Integrate with web content management
system to translate web site
○ Embedding MT into the web site
to support translation “on demand”
○ Ability to translate large volumes of web
content that would not otherwise
be translated because of cost
○ Real-time translation can facilitate support
for multi-lingual content with minimal
changes to the development and storage
of the source content
Description
Benefits
12
Translator productivity
○ Direct access to machine translation
from SDL Trados Studio
○ Improve the efficiency of translators by
providing results of machine translation
to them for segments that do not match
entries in translation memory
Description
Benefits
13
Enterprise translation productivity
○ Integration of machine translation to
translation workflows in SDL WorldServer/
SDL TMS
○ If a preexisting match is not found, the
segment can be submitted to BeGlobal
○ Improve the efficiency of the translators
by providing results of machine translation
to the translator for segments that do not
match entries in translation memory
Description
Benefits
14
Text analytics
○ Gain global perspectives by using MT
to convert all multilingual text to English
before analysis
○ Enables analysis of non-English content
with little or no new development work
○ SDL BeGlobal APIs allow the translation
step to be easily integrated into the overall
analysis process
○ SDL Term and Brand support can be
valuable to improve the consistency
of the translation results
Description
Benefits
15
Choosing the right strategy ○ One size does not fit all…
○ What is investment-worthy in one use case/language pair/geography
may not be worthy in another
○ Many factors influence this equation: cost, time, importance, revenue stream,
market opportunity, etc.
Marketing
Collateral
Website
Content
Product /
Manuals
Support Content
FAQ / KB Email Chat Ad-hoc
Variety of
Product Choices
Full Spectrum of
Technologies &
Services
GREATEST
VALUE
16
Benefits of a coordinated strategy
2009 2010 2011 2012 2009 2010 2011 2012
14.2
11.6
6
0
2
4
6
8
10
12
14
16
2010 2011 2012
69%
35% 44% 42%
51%
33% 35%
53%
0%
10%
20%
30%
40%
50%
60%
70%
80%
% TM Savings
Word Volume Translation Cost
Cost per word (¢)
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