At Language I/O, we strive to bring global enterprises the world’s premier machine translation (MT) technology in a way that is easy to use and deploy. That’s why our multilingual customer support technology aggregates the world’s leading MT engines into one seamless suite of products. By curating the world’s best MT technology, our tools can dynamically select the best engine for each language pair and use case, thereby delivering the highest quality translation to each of our customers in real-time.
With our MT aggregation layer being so critical, our team is constantly on the lookout for new engines to add. Most recently, we evaluated Naver Papago, and we are thrilled to introduce it as the latest engine in our aggregation layer.
Evaluating Papago
As one of our clients in the travel industry looked to expand support coverage to the APAC region without requiring additional support representatives, our MT quality and research team discovered use cases where Papago offered significant improvements to translation quality for Korean. Based on this finding, our team moved forward with an evaluation to determine if Papago would be a valuable addition to our aggregation layer.
We first reviewed key aspects of Papago’s platform that would make it clear whether or not integrating with the engine would provide the security and speed of translations that our customers need. As with all of our MT integrations, we confirmed that Papago is compliant with our security measures and requirements, which align with GDPR and CCPA stipulations. Further, we ensured that latency would not be an issue, as our customers need to be able to generate translations instantaneously for use in real-time conversations such as live chat.
With those requirements confirmed, we then began quality testing. In a blind evaluation—meaning that the linguists evaluating translation quality were unable to see which MT engine generated which translation—linguistic experts judged Papago’s Korean to English translations to provide higher quality translations for this customer’s use case than other engines in our aggregation layer. Our evaluation also suggested that Papago’s translations for simplified Chinese were substantially stronger than competing engines.
In this instance, we saw an opportunity to provide an even higher quality of Korean translations with Papago, but our commitment to integrating with the best MT technology doesn’t end here. As MT engines continue to evolve, Language I/O similarly will continue to evaluate and provide the best-in-class technology to our customers. Ultimately, the output of translations is subject to unique characteristics of the content, which is why Language I/O builds technology that evaluates and recommends the best possible engine for each use case.
Leveraging The Best Engines in Multilingual Customer Communications
With Papago and five other engines as part of our MT aggregation layer, Language I/O users can benefit from high quality machine translations to and from 150+ languages, reducing the need to rely on rapid human translation (RHT) or other means of human-in-the-loop translation. Providing reliable translations via MT has major benefits for brands delivering support to multilingual customers—not only is MT a much more cost-effective method of translation than those requiring human involvement, but it also enables instant communication with customers, which cuts down on wait times and improves overall customer satisfaction.
To learn more about how Language I/O’s real-time translation technology can power high quality multilingual conversations in Korean as well as 150+ other languages, reach out to us or request a demo.