Unbabel and Zendesk Announce Chat Integration to Remove Pain Points in Customer Service

Speech & Conversation AnalyticsPipeline ManagementPredictive Analytics

By Sudipto Ghosh On Nov 13, 2018

Zendesk Debuts Sophisticated Real-Time Analytics Solution

Leading AI scaleup and Translation-as-a-Service specialist, Unbabel, extends integration capability with customer service platform on Zendesk Chat

Unbabel, the Translation-as-a-Service provider that blends Neural Machine Translation with a global crowd of human linguists to break down language barriers between enterprises and their customers, has announced the extension of its integration with Zendesk, one of the world’s leading customer service and engagement platforms.

Zendesk_Unbabel — Zendesk + Unbabel Integration

At the time of this announcement, Vasco Pedro, CEO and co-founder of Unbabel, commented, “This latest development in the partnership between Unbabel and Zendesk will remove traditional pain points in the customer service experience. Whereas previously, receiving support in your native language could be impacted by a range of factors from team illness or holiday to seasonality, today we are providing users with an always-on support network.

Zendesk customers will now be able to experience Unbabel Chat for the first time (building upon existing Support and Guide functionality) bringing near-real-time translation to the platform’s instant messaging platform, and solidifying Unbabel’s role as the Premier Translation Partner of Zendesk.

Unbabel cements its position as Premier Translation Partner of one of the world’s leading customer engagement platforms.

Unbabel’s unique platform, used by a range of global brands like Facebook, easyJet, UnderArmour, and TomTom, increases customer satisfaction by enabling businesses to communicate with their customers in their native language immediately.

First public demonstration to be held at Zendesk’s ‘Relate’ event in San Francisco 12-14 Nov – Unbabel a Gold Sponsor

Another new tool from Unbabel will be used by Zendesk to analyze a sample of their tickets and create a language report focused on the languages their customers and agents are speaking. This report measures how well teams handle multilingual tickets, highlighting and detailing mismatches between the requests and the replies, speed to the first reply, customer satisfaction and so on.

Vasco added, “We’re hugely impressed by the incredible ecosystem that Zendesk has built over the past decade-plus and we are incredibly excited to partner with them to provide even more value to our joint customers.”

There will be a public demonstration of the latest Chat integration at ‘Relate’, Zendesk’s flagship event in San Francisco, which runs from 12th-14th November. Unbabel will be a Gold Sponsor of the event for the first time and can be found at Stand G:2.

Currently, Unbabel’s “Translation as a Service” platform allows modern enterprises to understand and be understood by their customers in dozens of languages. Backed by Scale Venture Partners, Notion, Microsoft Ventures, Salesforce Ventures, Samsung NEXT and Y Combinator, Unbabel is accelerating the shift to a world without language barriers.