Webhelp’s proprietary machine translation solution equips advisors to deliver high-quality CX with up to +35 NPS improvement and up to 50% optimized performance
Webhelp continues to develop its proprietary technology platform with the recent addition of AI-fueled, people-powered translation technology. Polyglot empowers advisors to deliver high-quality messages in the customer’s native language.
Polyglot is supported by a hub of language experts who verify complex responses to guarantee quality and consistency. Over time, the AI engine continuously improves by adopting the client’s industry and business vocabulary while learning from feedback from our experts. Thanks to this human-tech combination, customers receive almost instant, relevant responses through chat, email, and social media channels.
As technology enablement is a strategic priority for Webhelp, solutions like Polyglot are essential to delivering high-quality CX at scale. Polyglot’s AI removes pressure on multilingual teammates, freeing up time to focus on actions that deliver value to customers and ensure the best talent is available when needed.
Polyglot has been integrated into existing operations to support numerous prominent Webhelp clients. Showing an average of +35 NPS enhancement in their multilingual customer experience, with an average 76% first-time response improvement that also delivers cost savings.
Emmanuel Saubat-Lalanne, Webhelp Group Technology Solutions Manager said:
“Whether a brand is looking to scale into new markets or increase customer support for rare and long-tail languages, maintaining quality CX in the customers’ native language will be key to sustaining growth. While supporting this key quality, Polyglot boosts productivity and supports quick service as a standard. Our integrated dashboards ensure our clients have oversight on their multilingual communication and efficient management across the business. By optimizing channels and resources, we’ve even seen that this smooth and consistent system helps manage absenteeism and attrition.”
Polyglot was developed to facilitate high-quality multilingual interactions by supporting Webhelpers with market-leading translation engines and machine-learning algorithms.
Delivering average efficiency savings of 50%, Polyglot gives advisors more time to focus on value-added work for customers, leading to a higher-quality customer and employee experience.
To read more about how Polyglot can be integrated into omnichannel operations to deliver a consistent, multilingual customer experience at scale, head to the page on our website.
