Case Study: Panasonic achieves seamless multilingual customer care with Unbabel

Unbabel Eliminates Linguistic Challenges and Enables Seamless Customer Care for Panasonic

Panasonic, a global electronics company with a large European customer care operation, was struggling with language barriers, contextual differences, and the challenge of delivering consistent customer service across 23 languages in 24 countries. To support a more customer-centric approach, Panasonic turned to Unbabel and its language operations solution to improve written support and help agents communicate more naturally with customers.

Unbabel implemented an AI-plus-human translation workflow for Panasonic’s email support, including glossary setup, training with real customer emails, and ongoing quality tuning across eight languages. The results were strong: Unbabel helped Panasonic cut support costs in five languages by 60%, reduce training costs in Sweden, double service levels, and improve overall service performance by 100%, while keeping NPS high.

Panasonic

Bruce Swan

European Customer Care General Manager