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Chat Translation Technology Increases Productivity with Lionbridge, LivePerson Partnership

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June 28, 2011

Chat Translation Technology Increases Productivity with Lionbridge, LivePerson Partnership

By David Sims, TMCnet Contributing Editor

According to statistics presented recently by Lionbridge, 73 percent of Internet users don’t speak English. Yes, English is still the lingua franca of the Internet, but depending on where you’re doing business, it definitely pays to offer live chat translation services in the language your customers would actually like to use.

“Customers are twice as likely to complete an online transaction if they are engaged in their own language,” Lionbridge officials say, adding that since most organizations derive between 40-60 percent of their revenue outside of the US, well, you can do the math. The point is, live chat translation in a foreign language should at least be a topic of discussion.

Lionbridge makes a product called GeoFluent, a real-time translation platform which instantly translates content into multiple languages. A company called LivePerson (News - Alert), as the name would suggest, offers live chat and other services to create and capture value through real-time customer connections.

Put them together, and you get GeoFluent Chat for LivePerson. It’s designed to integrate with LivePerson chat services, having components on both the client and server. The way Lionbridge officials explain it, on the client, a JavaScript rendering UI communicates with the Lionbridge Translation Web Service API. The server-side component translates messages (using the core translation component) and communicates with the chat service.  

“Your English speaking call center agents can now engage users in multiple languages in real time, reducing your dependence on in-country personnel,” company officials note.

GeoFluent Chat supports LivePerson operations in that it can accept a new chat, provide canned responses (which it translates), and translate your agents’ words into the users’ selected languages. This means one of your agents sitting in America can be helping clients in Finland, France and China all at the same time.

This feature of allowing your agents to conduct multiple chats in various languages is a real boost to productivity. In fact, when TMCnet’s Jai C.S. covered the release of the GeoFluent Translation Platform in April, he wrote that Rory Cowan, chief executive officer of Lionbridge, said, "With Lionbridge GeoFluent, organizations are able to unlock the knowledge of their global enterprise, remove language barriers and actively engage customers in real time to accelerate global success.”

Enterprises can also increase customer self-service with instant multilingual access to Web content such as knowledge centers, FAQs, and user forums; expand global reach by providing on-demand translation of Web content and marketing communication as a user expresses interest; ensure privacy and security of multilingual communication with an enterprise-scale, multi-tenant platform that protects intellectual property, language assets and language models.

In April 2010, the two companies announced a partnership deal to develop and commercialize a powerful on-demand translation platform that integrates Lionbridge's cloud-based language customization solutions with a statistical machine translation engine developed in IBM's (News - Alert) Watson Research Center.

David Sims is a contributing editor for TMCnet. To read more of David’s articles, please visit his columnist page. He also blogs for TMCnet here.

Edited by Rich Steeves

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