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Lionbridge's Gengo Solution: Enabling Global Communication for a Tech Giant
适用行业
- 玻璃
- 运输
适用功能
- 物流运输
- 采购
用例
- 机器翻译
- 时间敏感网络
服务
- 测试与认证
挑战
该客户是一家全球科技巨头,在与全球用户沟通方面面临着重大挑战。该公司为全球数百万人提供支持,对于他们来说,能够随时以任何语言应对每一项挑战至关重要。用户需要个性化的体验,而语言是这种个性化的一个关键方面。用户在不同时区用各种语言撰写电子邮件,请求客户支持的产品的支持、答案和建议。最初,客户使用机器翻译 (MT) 解决方案将内容翻译成英语。然后,代理会用英语编写回复,并使用 MT 将消息发送回用户。然而,由于客户服务的复杂性,机器翻译解决方案无法产生高质量的响应。
关于客户
本案例研究中的客户是一家全球科技巨头,为全球数百万用户提供支持。该公司致力于为用户提供个性化体验,其中语言是这种个性化的一个关键方面。用户在不同时区用各种语言编写电子邮件,请求公司支持的产品的支持、答复和建议。该公司最初使用机器翻译 (MT) 解决方案将内容翻译成英语,但由于公司服务的复杂性,该解决方案无法产生高质量的响应。
解决方案
为了应对这一挑战,Lionbridge 建议使用 Gengo,这是一种与其专有的 MT 相结合的独特翻译解决方案。该解决方案旨在在严格的周转时间内达到所需的质量水平。 Lionbridge 根据客户优先级建立语言层级,为客户定制 Gengo 体验。第一级语言需要 4 小时的周转窗口;第二级语言有 12 小时窗口,所有其余语言有 24 小时窗口。风格指南和术语表是分层的,以确保输出的品牌一致性。除了定制 MT 引擎外,Lionbridge 还建立了专门的 24/7 项目管理团队,以确保项目顺利运行并按时交付。
运营影响
数量效益
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