Case Study: Unbabel achieves faster multilingual customer support with Microsoft Corporation

Unbabel helps Microsoft empower customer advocates to deliver incredible customer service

Unbabel, an AI-powered translation service built with Microsoft Azure and connected to Microsoft Dynamics 365 Customer Service, was working to expand from fast-growing companies into the enterprise market while solving a major challenge: delivering customer service across languages. Microsoft Corporation’s M12 venture fund invested in Unbabel to help support that growth and open doors to larger customers, including Microsoft’s own customer service organization.

With Microsoft Corporation’s support, Unbabel was deployed across Microsoft’s multilingual support operations, enabling service in eight common languages and helping agents respond faster and more flexibly. The results included customer satisfaction scores improving by as much as 10 points and issue resolution increasing by 20 percent in one case, while Microsoft also gained the ability to mobilize support capacity in hours instead of weeks or months.

Unbabel

Edmund Ovington

Vice President of Global Alliances