Case Study: Adobe achieves improved multilingual customer satisfaction and reduced call center costs with SYSTRAN's machine translation solutions

How SYSTRAN helped Adobe to improve multilingual customer satisfaction ​while lowering call center costs​

Adobe, one of the world’s largest digital media and marketing software companies, faced rising costs in low-revenue, non-English markets after reverting customer service phone support to English. To maintain multilingual support and enable customers to find help in their own languages via self-service and forums, Adobe turned to SYSTRAN, deploying SYSTRAN Enterprise Server and SYSTRAN.io for rapid translation and increased translator productivity.

SYSTRAN implemented real-time and server-based machine translation to expand multilingual self-help content and translate product and service materials, enabling 24/7 support where bilingual agents weren’t available. The results included improved customer satisfaction, reduced call center costs, and measurable quality: site visitors rated translated content an average of 4.28 out of 5, demonstrating that SYSTRAN’s solutions helped customers find answers in their language and lowered support expenses.

Adobe