Best Innovation in Customer Service 2023 - Automated Translation powered by AI...
customer service,
Published on Thu May 15 2025
Updated on Fri Aug 08 2025
4 minute read
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.
TUI unlocks revenue generation and cost reduction with real-time automated translation powered by AI.
- They have difficulties finding skilled agents on, near, or offshore for European languages like Dutch, Flemish, Swedish, French and Finnish.
- 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.
Nextory unlocks Europe-wide growth with real-time automated translation powered by AI.
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