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Unbabel, a San Francisco, California-based startup distributing AI-powered translations to help enterprises deliver multilingual customer service, announced today that it has acquired Edinburgh, Scotland-headquartered language service provider (LSP) Lingo24. The terms of the deal remain unclear.
Founded in 2013, Unbabel offers a language operation platform that integrates with leading CX / CRM platforms and uses a combination of machine and human translation layers to deliver multilingual customer service across digital support channels such as email.
As the company explains, once an agent using its solution responds to a ticket request, their response is automatically relayed to Unbable where the company’s system anonymizes the data and translates the response text into the language of the original message using AI. After this, the translation is forwarded to the company’s native-language editorial community which examines the text and refines it with empathy, context, meaning and cultural subtlety before sending it back to the client and their client.
The whole process takes just a few minutes, which makes customer management relatively easy for businesses operating globally. Unbabel already claims that it has joined major organizations with its solutions, including Booking.com, Soundcloud, EasyJet, Logitech and Panasonic.
Lingo24 expands Unbabel’s AI-powered translation offer
Now, with the strategic acquisition of Lingo24, the company is looking to strengthen its core offering while expanding to additional use-cases. Founded in 2001, Lingo24 offers customized localization solutions that help enterprises deliver huge volumes of content – from product descriptions and user guides to websites, software and applications – across multiple markets and languages, using AI and a team of expert translators.
The company claims to publish content as fast as 65% and works with over 500 companies serving customers in more than 120 languages, including Patagonia, Snyder Electric, EventBright, UPS and Virgin Pulse.
Vasco Pedro, CEO and co-founder of Unbabel, said Lingo24 is an ideal partner to accelerate its growth due to its strong enterprise customer relationships, incredible talent and deep expertise in localization, translation and marketing. “Our solution will now provide consistent, high-quality multilingual experiences across marketing and customer service channels, accelerating the international growth of companies.
In short, Unbabel will now allow the enterprise to automate multilingual content not only in customer support, but also in marketing departments and channels.
“Lingo24’s solution will soon be independent of Unbable’s platform. However, in the long run, we will offer a unified offer, “Pedro told VentureBeat. Will help businesses with a new class. “
The demand for localization is increasing
The acquisition comes at a time when the demand for content localization is steadily increasing due to the scaling and expansion of more and more businesses around the world. In fact, Unbabel’s Global Multilingual CX survey states that 71% of global consumers believe that it is important for brands to promote and support products / services in their mother tongue. Similarly, Gartner Digital Market’s 2021 Kovid-19 Impact on Business Strategy survey found that 62% of buyers believe that having software vendor communications, a website and a landing page in their primary language is more important than usual.
As a result, in another Unbelievable report, 62% of global decision makers agreed that their translation efforts increased last year, while 59% said their organizations plan to increase their translation and / or localization budgets next year.
Other players in the AI-powered translation space are Google, Microsoft, Amazon, IBM and Yandex. However, according to G2 scores, Unbable’s offer falls into the high-performer category, ahead of IBM and AWS but behind Microsoft Translator, Google Translate and Yandex Translate. According to Crunchbase data, the company has raised more than $ 91 million in seven funding rounds.
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