This post was co-authored with Mark Lott, Distinguished Technical Architect, Salesforce, Inc.
Enterprises that operate globally are experiencing challenges sourcing customer support professionals with multi-lingual experience. This process can be cost-prohibitive and difficult to scale, leading many enterprises to only support English for chats. Using human interpreters for translation support is expensive, and infeasible since chats need real-time translation. Adding multi-lingual machine translation to these customer support chat workflows provides cost-effective, scalable options that improve the customer experience by providing automated translations for users and agents, create an inclusive customer experience, and improve brand loyalty.
Amazon Translate is a neural machine translation service that delivers fast, high-quality, affordable, and customizable language translation. Service Cloud by Salesforce is one of the world’s most popular and highly rated customer service software solutions. Whether by phone, web, chat, or email, this customer support software enables agents and customers to quickly connect and solve

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