Case Study: TUI breaks language barriers with Parloa Real-Time Translation

TUI and Transcom transform customer service with Parloa’s AI technology

TUI, a global leader in the tourism industry, partnered with customer service provider Transcom to overcome language barriers in serving its 20 million customers across 180 regions. The challenge was a shortage of affordable, skilled multilingual agents for niche markets, which threatened to increase costs and strain service quality. Together with vendor Parloa, they sought a scalable solution to provide consistent, high-quality support in any language.

Parloa implemented its Real-Time Translation (RTT) solution, which uses AI to translate conversations between agents and customers on the fly. This allowed agents to communicate in languages they don't speak, with AI providing contextual response suggestions. The results for TUI and Transcom were significant, including a 97% translation accuracy rate, an 82% quality attainment score, and an average call handling time of 330 seconds. The innovative partnership also won an ECCSA Award for Best Innovation in Customer Service, with Parloa's technology setting new benchmarks for multilingual support.

TUI

Ramón Delima

Global Director of Customer Services