Language I/O Named CCW Disruptive Technology of the Year Finalist
May 8, 2019
CCW “Disruptive Technology of the Year” finalists have to show that they:
- Provide a disruptive solution to a modern challenge
- Replace a process or technology with a more innovative, efficient solution
- Identify tangible metrics that the solution directly influences
“It’s important to evaluate disruptive technologies as a tool for customer experience transformation since it is known that disruptive innovation always wins over incremental innovation,” said Lily Zeng, marketing manager and awards coordinator for the conference. “It is critical for the contact center to constantly evaluate the applicability of cutting edge technologies to transform their customer operations. This category helps to pull out those standout innovations so practitioners can more easily evaluate their next tech moves.”
Language I/O does this by using a unique combination of professional human translation and machine translation to automate the translation process of knowledge base articles, support tickets, social messaging and chats within customer relationship management systems (CRMs) like Oracle Service Cloud, Salesforce and Zendesk. Language I/O currently supports more than 150 languages.
"We have developed unique technology to ensure that our CRM translation apps provide not only the highest quality translation across all e-support channels, but also the easiest-to-use translation solutions for support agents," said Heather Morgan Shoemaker, Co-CEO at Language I/O. "We've put years of research and effort into designing products that our customers love.
“Our technology specifically focuses on the complexity of quality, turn-around time and specific customer service industry KPIs like handling time, occupancy rate and net promoter score (NPS),” said Language I/O Co-CEO Kaarina Kvaavik.
Customers such as LinkedIn, Constant Contact, PhotoBox, Shutterstock and iRobot choose Language I/O because of its unique solution. No other provider of multilingual customer support software uses a combination of up to six translation engines for machine translation support and professional human translators. Language I/O’s technology saves customers an average of 40 percent on customer support costs; increases NPS; decreases response times; and decreases hold times. Language I/O’s omnichannel support solution reduces customer support costs while easing frustrations for agents and customers, paving the way for a seamless, high-quality customer experience.
“By using multiple machine translation engines we can choose which solution is the best for the language being translated, which is great for quick responses through chat,” Shoemaker said. “With knowledge base content, we rely on experienced, professional human translators. With email translations, we give customers the option to use machine translation, professional human translation, or both. Our team works tirelessly to provide the best multilingual customer support solution for our customers. This means constantly refining and fine tuning our technology as well as adapting to each customer’s needs.”
Language I/O’s technology has produced outstanding results for its customers. In fact, according to a 2018 customer survey, 72 percent of Language I/O customers decided to forgo hiring additional customer support agents after they start using Language I/O’s software.
Constant Contact is currently using Language I/O to translate its knowledge base content into three languages. Since working with Language I/O, Constant Contact has seen:
- A more than 700 percent increase in unique visitors to its translated content
- A more than 550 percent increase in article views of translated content
This is Language I/O’s third year attending CCW. This year, Language I/O will officially release its multilingual customer service tool for Zendesk Chat. To sign up for information about Language I/O Chat for Zendesk, click here.
The “Disruptive Technology of the Year” winner will be announced at the CCW award gala from 6:30 p.m. to 9:00 p.m. June 25 at The Mirage in Las Vegas. If you are attending CCW, the Language I/O team would love to see you. Stop by booth 718 or set up a meeting with us here.