SDL Proprietary and Confidential

Multilingual Chat and MT Use Cases

Bob Manning – VP, Business Consulting

September 24, 2014

2

SDL BeGlobal cloud platform

SDL BeGlobal is the leading

cloud platform for real-time

automated translation

Provides business owners

and content owners the ability

to manage and translate

Scalable and secure

Trainable and delivers

trusted translations User-friendly

Pre-integrated or

easily integrated

3

Email Support

Legal / Contracts

Marketing Content

Newsletters

Advertising

One size does not fit all… Q

ua

lity

Volume

Websites

Email

Help

Software User Interface

Blogs Wikis

User Forums

FAQ

User Reviews

User Guides

IM

Product

Descriptions

Knowledge Base

Alerts/Notifications

Documentation/

Manuals

SMS

HR

Docs

Human

Translation Post-Edit

Requires high

quality publishable

translation

Not enough translators to

translate all of this content

MT-only

Machine Translation – 9 Customer Use Cases

5

Live chat translation

○ Real-time translation of web-based

chat conversations

○ Reduces cost of staffing the support/sales

operations as they do not need

multi-lingual agents

○ Customer acquisition rates are much

higher if you engage the customer in chat

Description

Benefits

6

Case study

○ Provide 24-hour customer support

to Spanish market

○ Deal with fluctuations in demand with

current staffing costs and levels

○ Maintain customer satisfaction levels

○ Enabled to provide 24-hour support

○ Satisfaction and NPS scores

on par with human support

○ Percentage of customers choosing out

of hours support (chat) option doubled

Business Goals

Results

“Customer satisfaction and

NPS scores from Spanish

Machine Translated chat

were on par with those of

our Spanish speaking

support.”

─ Annica Pender, Sr. Director,

Endpoint Protection & Productivity,

Symantec Corporation

7

Community forum translation

○ Translation of user-generated content

in web-based community forums

○ Enable interactions between customers

who speak different languages

○ Leverage community expertise across

languages instead of only within the language

of community experts

Description

Benefits

8

Knowledgebase content translation

○ Translation of knowledge base content

for local language customers

of technical solutions

○ Reduces customer support costs and

activity level by allowing remote language

customers to directly access solutions

○ Increases customer satisfaction by

providing solutions in their native language

Description

Benefits

9

Corporate translation portal

○ Immediate translation of text, files or web

pages through a browser-based translation

portal interface

○ Virtually immediate response

to translation requests

○ BeGlobal Term and Brand support

○ No concern about the mining/harvesting of

sensitive information by the translation provider

○ Can be branded with customer logo

Description

Benefits

10

Microsoft Office (Word, Outlook, PowerPoint, Excel)

○ Easy end-user translation of common

Microsoft Office documents (Word,

PowerPoint, Excel) and email

messages (Outlook)

○ Support for both baseline translation

engines and custom-trained

translation engines

○ BeGlobal Term and Brand support

Description

Benefits Microsoft Word Microsoft PowerPoint

Microsoft Outlook

11

Web content translation

○ Integrate with web content management

system to translate web site

○ Embedding MT into the web site

to support translation “on demand”

○ Ability to translate large volumes of web

content that would not otherwise

be translated because of cost

○ Real-time translation can facilitate support

for multi-lingual content with minimal

changes to the development and storage

of the source content

Description

Benefits

12

Translator productivity

○ Direct access to machine translation

from SDL Trados Studio

○ Improve the efficiency of translators by

providing results of machine translation

to them for segments that do not match

entries in translation memory

Description

Benefits

13

Enterprise translation productivity

○ Integration of machine translation to

translation workflows in SDL WorldServer/

SDL TMS

○ If a preexisting match is not found, the

segment can be submitted to BeGlobal

○ Improve the efficiency of the translators

by providing results of machine translation

to the translator for segments that do not

match entries in translation memory

Description

Benefits

14

Text analytics

○ Gain global perspectives by using MT

to convert all multilingual text to English

before analysis

○ Enables analysis of non-English content

with little or no new development work

○ SDL BeGlobal APIs allow the translation

step to be easily integrated into the overall

analysis process

○ SDL Term and Brand support can be

valuable to improve the consistency

of the translation results

Description

Benefits

15

Choosing the right strategy ○ One size does not fit all…

○ What is investment-worthy in one use case/language pair/geography

may not be worthy in another

○ Many factors influence this equation: cost, time, importance, revenue stream,

market opportunity, etc.

Marketing

Collateral

Website

Content

Product /

Manuals

Support Content

FAQ / KB Email Chat Ad-hoc

Variety of

Product Choices

Full Spectrum of

Technologies &

Services

GREATEST

VALUE

16

Benefits of a coordinated strategy

2009 2010 2011 2012 2009 2010 2011 2012

14.2

11.6

6

0

2

4

6

8

10

12

14

16

2010 2011 2012

69%

35% 44% 42%

51%

33% 35%

53%

0%

10%

20%

30%

40%

50%

60%

70%

80%

% TM Savings

Word Volume Translation Cost

Cost per word (¢)

Copyright © 2008-2014 SDL plc. All rights reserved. All company names, brand names, trademarks,

service marks, images and logos are the property of their respective owners.

This presentation and its content are SDL confidential unless otherwise specified, and may not be

copied, used or distributed except as authorised by SDL.

Global Customer Experience Management