Industry: Technology | Services: Content Services
Client Overview
An FTSE 250 global consumer review platform managing over one million reviews per month sought to protect its brand and trust by moderating content across increasingly diverse languages. To maintain integrity at scale, they needed a solution that was quick, reliable, and linguistically inclusive.
The Challenge
Moderating Global Reviews Across Languages at Scale
The platform struggled to manage rapidly growing volumes of user reviews in multiple languages. Without scalable, multilingual content moderation, the integrity of consumer insights—and business trust—was at risk. The client needed a partner with domain and technological expertise who could act fast and reliably.
Sutherland Solution
Phased Translate.AI Rollout for Faster, Broader Moderation
Sutherland deployed its proprietary Translate.AI platform in phases.
The rollout happened in phases. First, we implemented Translate.AI with Dutch, Danish, Polish, Russian, Norwegian, and Swedish to manage the low volumes across these queues. This allowed for testing and optimizing integrations and processes, as well as training agents. Once the workflow was proven, the project entered phase two, where the support for French, German, Italian, and Spanish was started. The result: a significant improvement in language coverage by 50%.
With agent productivity increased by 57% in the first month alone, Sutherland’s solutions helped this client to scale operations rapidly and reliably, triggering business growth.
The Outcome
More Languages, Faster Moderation, Doubled Scale
The solution delivered a 50% increase in language coverage and a 103% productivity gain within 12 months. Agents saw a 57% rise in productivity in just the first month, and the overall moderation program doubled in size—enabling scalable, trustworthy review management globally.
KEY OUTCOMES
Increase in language coverage, enabling moderation across more regions
Productivity gain over 12 months
Productivity uplift in the first month alone
