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A leading global provider of cutting-edge software and services, embarked on a transformative journey to expand the reach of their Conversational Interactive Voice Response (IVR) Service Bot across multiple languages. CDI helped them successfully scale and localize across 3 key languages, allowing the company to access and serve new markets.
Case study
Expanding multilingual IVR support
A leading global provider of cutting-edge software and services, embarked on a transformative journey to expand the reach of their Conversational Interactive Voice Response (IVR) Service Bot across multiple languages. CDI helped them successfully scale and localize across 3 key languages, allowing the company to access and serve new markets.
Learn more about CDI StandardsScope
Consulting
Channel
Voice
Industry
Technology
Solution
Customer support
Growth area
Skillset↗ Systems↗
3
Key languages localized
70
+
Localized use cases
15
Weeks' turnaround time
“Successfully localizing this IVR is truly a testament to our commitment and expertise. Localizing such a number of use cases required relentless dedication, but our team was able to overcome all challenges and deliver a globally inclusive IVR experience.”
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Summary
The challenge
The company had identified a growing need to extend their functionality beyond English, in order to provide both existing and new customers with language capabilities that would make product registration a lot easier. The target languages included French and Spanish spoken in North America, and Japanese. To achieve this ambitious goal, they engaged CDI to provide expert localization and testing assistance.
How we supported
Recognizing CDI’s diverse range in language expertise along with our high conversation design standards, the company entrusted us to deliver end-to-end support for the localization project in the North American and Japanese markets.
The scope involved not only translating dialogues, training phrases, and entities but also managing content in a way that aligns with the nature of the Conversational IVR. This also included testing, tuning and optimization of all non-English applications.
Within just 20 weeks, CDI was able to deliver a fully localized and tested corpus for all three languages. The methodical sprint structure enabled continuous improvement and ensured that the multilingual expansion of the IVR solution met all requirements.
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