Automating Multilingual Customer Support Through Machine Translation

Track: Multilingual AI | AI9 |   Intermediate |
Thursday, October 12, 2023, 3:45pm – 4:30pm
Held in: Sierra, Lobby Level
Sung Cho - Amazon 
Penny Mao - Amazon
Host: Darrin Wittwer

Our team supports 20 million+ Amazon sellers and vendors who are an integral part of the Amazon market ecosystem. Currently, these market contents are translated and published into 146 locale-store pairs and are supported by 18,500+ customer support agents who are mostly monolingual or bilingual. To provide increased flexibility for language support, and maximize utilization of these monolingual (and bilingual) agents, we utilize the real-time machine translation system/process to deliver faster customer support by removing language barriers between global customers and Amazon. This presentation will showcase the system, process, as well as learning what we established within the last several years of the implementation, and the strategy moving forward.

Takeaways: Multilingual customer support by monolingual resources in scale can be effectively supplemented by the right MT infrastructure and process.