A leading European retailer needed to provide 24/7 IT support across over 50 countries in 35+ languages without significantly increasing headcount costs. They turned to Intento, who evaluated over 20 machine translation vendors and created customized neural machine translation models trained on the retailer's terminology across different support channels. This allowed the retailer to instantly translate support requests into the operator's language, streamlining global operations and improving business continuity while reducing costs. Feedback from support interactions is also used to continuously improve the machine translation models.

1. —
Case study
Global IT Desk
35+ Languages
3 different channels
Leading EU retailer scales
Global Operations from HQ
without exploding multilingual
headcount
BUSINESS CHALLENGE
Global EU Retailer runs 400+ stores in 50+ countries, growing steadily year-
to-year. They recently increased the footprint in Latin America, Eastern
Europe, China, Japan and Korea.
—
Global IT Desk provides 24x7 support in 35+ languages. When issues are
raised EOD, they need to be transferred to support operators speaking in
other languages.
—
Hiring native speakers in many timezones is slow and expensive. There is
no Machine Translation provider with good enough quality across all
languages they need and proper terminology support.
INTENTO SOLUTION
Intento evaluated more than 20 Machine Translation (MT) vendors on EU
Retailer data and prepared a portfolio of best-fit MT models trained on
several MT platforms.
—
Omni-channel IT Desk (email, tickets, and live chat) is connected to
Intento Enterprise MT Hub, which routes translation requests ti the best
model in real-time.
—
Multilingual IT Desk communication instantly translated between the
operator and customer languages using EU Retailer terminology. Support
operators leave feedback, which is collected and used to continuously
improve the models.
BUSINESS IMPACT
Support requests received EOD in one country are immediately handled in
the timezone with business hours, achieving business continuity.
—
EU Retailer streamlined its Global IT Operations by hiring English-speaking
operators. They are able to enter new markets and rely on their existing
support workforce.
—
Few native speakers with domain expertise review end-user feedback and
improve the MT models instead of just processing tickets.