Spotify is a renowned digital music streaming service with a vast global user base. As the company expanded into new markets, it faced the challenge of delivering consistent, high-quality customer support in multiple languages without proportionally increasing operational costs.

Meeting Global Expectations: Delivering Personalized Support Across Languages at Scale

As Spotify’s global user base expanded, so did the demand for real-time, multilingual customer support. Traditional models reliant on hiring native speakers for each market were costly, difficult to scale, and inflexible to changing language volumes.

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Growing non-English interactions across web, email, and social channels strained Spotify’s support infrastructure, making it difficult to deliver consistent, high-quality experiences in users’ native languages. To avoid impacting customer satisfaction and operational efficiency, Spotify needed a scalable solution that enabled real-time, context-aware translations with native-level quality—seamlessly integrated into existing systems without increasing costs or compromising service levels.

AI-Driven Language Translation at Scale: Contextual, Seamless, and Always-On

Seamless Platform Integration

Sutherland designed, tested, and deployed an end-to-end multilingual support solution within Spotify’s existing customer service ecosystem using LivePerson Conversational Cloud®.

AI-Powered Translation at Scale

At the core was Sutherland Translate AI®, combined with an AI/ML-based predictability framework and integrated with Google Contact Center AI to enable scalable multilingual support across nearly 100 languages.¹