Lionbridge > Case Studies > Lionbridge's Gengo Solution: Enabling Global Communication for a Tech Giant

Lionbridge's Gengo Solution: Enabling Global Communication for a Tech Giant

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Applicable Industries
  • Glass
  • Transportation
Applicable Functions
  • Logistics & Transportation
  • Procurement
Use Cases
  • Machine Translation
  • Time Sensitive Networking
Services
  • Testing & Certification
About The Customer
The customer in this case study is a global tech giant that supports millions of users worldwide. The company is committed to providing a personalized experience to its users, with language being a key aspect of this personalization. The users write emails in various languages from different time zones to request support, answers, and advice for the products supported by the company. The company initially used a Machine Translation (MT) solution to translate the content into English, but this solution was unable to produce high-quality responses due to the complex nature of the company's services.
The Challenge
The customer, a global tech giant, was facing a significant challenge in communicating with its users worldwide. The company supports millions of people around the globe, and it was crucial for them to be available at any time, in any language, and for every challenge. The users demanded a personalized experience, and language was a key aspect of this personalization. The users wrote emails in various languages from different time zones to request support, answers, and advice for the products supported by the customer. Initially, the customer used a Machine Translation (MT) solution to translate the content into English. Agents would then write a response in English, using MT to send a message back to the users. However, the MT solution was unable to produce high-quality responses due to the complex nature of the customer's services.
The Solution
To address this challenge, Lionbridge recommended the use of Gengo, a unique translation solution, blended with their proprietary MT. This solution was designed to achieve the desired level of quality within demanding turnaround times. Lionbridge customized the Gengo experience for the customer by establishing tiers of languages based on customer priority. The languages in tier one required a 4-hour turnaround window; those in tier two had a 12-hour window, and all remaining languages were given a 24-hour window. Style guides and glossaries were layered in to ensure brand consistency in the output. In addition to customizing the MT engine, Lionbridge built a dedicated 24/7 project management team to ensure the program ran smoothly and delivered on time.
Operational Impact
  • The implementation of the Gengo solution by Lionbridge has significantly improved the customer's ability to communicate with its users worldwide. The solution has enabled the customer to respond to user queries in a timely manner, with a high on-time delivery rate of over 99%. The solution has also ensured high-quality responses, with an average quality score of 98.6%. The customer has been able to process 2800 individual cases (emails) in a quarter, in more than 25 different languages. This has greatly enhanced the user experience, helping the customer to build and retain trust with its users.
Quantitative Benefit
  • Achieved an on-time delivery rate of over 99%
  • The most recent quarter saw an on-time delivery rate of 99.6%
  • Processes 2800 individual cases (emails) for this customer in a quarter

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