Case Study: Adobe achieves improved multilingual customer satisfaction and lower call center costs with SYSTRAN.io

Adobe Employs Systran to Improve Multilingual Customer Satisfaction While Lowering Call Center Costs

Adobe faced rising support costs in non‑English markets where bilingual agents were limited, leading the company to route customer service calls back to English. To maintain multilingual self‑help and reduce call center expenses, Adobe turned to SYSTRAN, extending its existing SYSTRAN software deployment with SYSTRAN.io for real‑time machine translation of online help and forum content.

SYSTRAN implemented real‑time MT via SYSTRAN.io to translate product and support materials, enabling customers to find answers without contacting high‑cost call centers. The translated pages averaged a 4.28 out of 5 quality rating from visitors, and Adobe reports ongoing use of SYSTRAN to improve multilingual customer satisfaction, lower call center costs, and expand self‑service support.

Adobe