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

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

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

Lionbridge

Applicable Industries	Glass Transportation
Applicable Functions	Logistics & Transportation Procurement
Use Cases	Machine Translation Time Sensitive Networking
Services	Testing & Certification
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. Read More
About 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. Read More
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. Read More Log in to view content
Contents

Applicable Industries

Glass

Transportation

Applicable Functions

Logistics & Transportation

Procurement

Use Cases

Machine Translation

Time Sensitive Networking

Services

Testing & Certification

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.

About 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.

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.

Impact #1	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.

Impact #1

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.

Benefit #1	Achieved an on-time delivery rate of over 99%
Benefit #2	The most recent quarter saw an on-time delivery rate of 99.6%
Benefit #3	Processes 2800 individual cases (emails) for this customer in a quarter

Benefit #1

Achieved an on-time delivery rate of over 99%

Benefit #2

The most recent quarter saw an on-time delivery rate of 99.6%

Benefit #3

Processes 2800 individual cases (emails) for this customer in a quarter

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Overview

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

Operational Impact

Quantitative Benefit