The Challenge
Achieving Efficiency Through Automation Without Compromising the Customer Experience
With an ever-growing global customer base, Spotify faced a significant challenge: how to maintain the right staffing levels to serve customers in a multitude of languages without increasing operating expenses?
The majority of non-English support cases were handled by our client’s European service centers, where scaling multilingual resources was often a supply-versus-demand challenge.
Our client sought a way to implement real-time translation technology to route messaging volumes to other geographies during peak intervals. By doing so, they would be able to better scale without increasing operating expenses (OPEX), expanding their staff, or compromising the customer experience.
In other words: an innovative technological approach was needed that could introduce intelligent automation in a human-like manner, driving efficiencies without damaging the customer experience.
Outcome
Applying Market-Leading AI Capabilities for Real-Time Results
Artificial Intelligence. Automation. Cloud engineering. Advanced analytics. For our client, these were seen as key factors in solving their problem. For Sutherland, they’re our core expertise.
Leveraging our market-leading technology and collaborative partnerships with third parties, we developed, tested, and implemented a solution that seamlessly integrated with our client’s customer service delivery messaging tool – LivePerson Conversational Cloud®.
The solution made use of Sutherland Translate AI® — an AI-driven, real-time translation platform — and our advanced AI/ML predictability framework, working alongside Google’s Contact Center AI to introduce a unique approach to non-English support in nearly 100 languages.
After capturing queries via web, email, and social media in the customer’s native language, the solution converted that query into a support associate’s language in real time – and without losing any detail or cultural nuance in the translation.
Now, for example, agents in the Philippines — who natively speak Tagalog and English — can correspond with and support customers using the digital music service in Latin America, where they mostly only speak Spanish.
Through our unique combination of deep domain expertise and relentless focus on innovation, our client was able to scale their native language and streaming services in new markets while expanding service hours without compromising the quality of its customer experience.
The solution also allowed for more robust business continuity planning. With Sutherland Translate AI®, they could quickly respond to global events impacting customers in one region of the world more than others by increasing staffing in less affected areas without hiring and training agents with specific language abilities. That’s digital performance unlocked and measurable results delivered!
Languages delivering 24×7 customer support across geographies
CSAT non-native-speaking agents performing on par with native-speaking agents
Expansion in service hours to meet customers at their time preferences resulting in full production availability
Average customer resolutions per month across email, web, and social media channels
Learn More About Sutherland Translate AI®
Services
Automation, AI, Digital CX, Sutherland Translate AI®
Industry
Communications, Media, and Entertainment
