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.

VanEck, an asset management company known for its innovative financial solutions, was looking to expand its reach into international markets. The company's philosophy of providing investors with access to opportunities that strengthen their portfolios led them to be one of the first asset managers to offer clients access to international markets. However, the challenge lay in effectively communicating with local investors about global growth opportunities. The company needed to translate their website content, regulatory documentation, and marketing materials into multiple languages to cater to different regions. Additionally, the rapidly growing market of exchange-traded funds (ETFs) and exchange-traded notes (ETNs) presented a challenge in terms of marketing these products to a broad audience. The company also faced the challenge of maintaining balanced communication, highlighting both the strengths and risks of their products.