Transcom helped Nextory grow across markets while saving costs with Automated Translation.

Our client is one of Europe’s largest streaming services for audiobooks, e-books, and magazines. 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 is left without an opportunity to receive support in their own language.

The solution

With a traditional approach, it would be very expensive and almost impossible to deliver service in this many languages. This is why we suggested a cutting-edge AI translation solution to meet the requirements for a fraction of the cost.

We implemented our new automated translation solution for this client to enable growth and increase customer satisfaction. This solution enables any agent to communicate with customers in any language with the help of AI in real time. 

The automated translation solution is based on the newest AI technology, built into the existing agent workflows when answering any text queries by email, live chat, and messaging.

The tool includes:

• The client’s own branded translation glossary
• AI-enabled features for contextual, industry, and brand-specific topics
• AI-enabled client tone of voice
• Eight languages supported by 10 agents - Danish, Dutch, Finnish, French, German, Norwegian, Spanish, Swedish
• Near-shore support from a low-cost location 
• Dynamic routing that enables interaction with, for example, a German customer to start with a Spanish-speaking agent and continue with a Polish-speaking agent
• Implementation within two weeks
• No negative impact on CSAT
• 100% GDPR compliant

Immediate results

With automated translation, 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.