San Francisco, Lisbon, London: 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 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’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.
Another new tool from Unbabel will be used by Zendesk to analyse 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 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.
“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.
About Zendesk The best customer experiences are built with Zendesk. Zendesk’s powerful and flexible customer service and engagement platform scales to meet the needs of any business, from startups and small businesses to growth companies and enterprises. Zendesk serves businesses across a multitude of industries, with more than 125,000 paid customer accounts offering service and support in more than 30 languages. Headquartered in San Francisco, Zendesk operates worldwide with 165 offices in North America, Europe, Asia, Australia, and South America. Learn more at www.zendesk.com
Unbabel enables modern enterprises to serve customers in their native languages, with always-on, scalable translation across digital channels.
Powered by AI and refined by a global community of translators, Unbabel combines the speed and scale of machine translation with the authenticity that can come only from a native speaker.
Unbabel has raised over $31M in funding and has over 200 employees across its Lisbon headquarters and offices in San Francisco, New York, and Pittsburgh. Leading brands like Facebook, Microsoft, Booking.com, and easyJet use Unbabel to make their customers happier and their support operations vastly more efficient.
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