Finding the middle ground between automation and human touch

Finding the middle ground between automation and human touch

Finding the middle ground between automation and human touch 1920 1465 Mateusz Szymanski

AI-powered experiences are here to stay. That said, these digital experiences are unlikely to eradicate the need for human agents in the business.

Automation implementation in the language services sector has been far from plain sailing. In recent years, concerns over the impact of machine translation on industry professions have dominated the headlines. However, with the Bureau of Labor Statistics having projected 19% growth for the employment of interpreters and translators between 2018 and 2028, and agencies having realized that machines are far from top-notch linguists, it would seem that fears have been allayed (for now, at least).

But that’s not the only reason why the tides have turned. Language professionals are also beginning to reap the rewards of industry automation first hand.

Let’s take the example of translation management systems. These all-singing, all-dancing tools have morphed into comprehensive service platforms with various functionalities and unrivaled levels of user experience almost overnight. But even though these innovative technological solutions help your business run like clockwork, it’s the human touch that often makes all the difference.

At XTRF we’re fully aware of how important human-to-human interaction is. That’s why we’ve designed a platform that efficiently deals with mundane, administrative tasks, and enables users to focus on human-to-human interaction.

What’s more, by reducing time on everyday tasks, your staff are able to build up better relationships with clients and vendors. The fact of the matter is that without them, there wouldn’t be any workflows to streamline, so they’re certainly worth a little more time investment.

And then, of course, there’s our customization team, perhaps our greatest USP. Let’s be honest, there are very few TMS platforms on the market that are able to cater specifically to a company’s needs — most often what you see is what you get.

That’s where XTRF stands out from the crowd. Each client is assigned a group of customization specialists (that’s right, actual human beings!) to essentially design a tailor-made platform that fits their specific specifications. This can be something as simple as a multilingual invoicing function to serve a company’s international client base, or the integration of vital piece software into the platform.

Couldn’t this be automated? The short answer is yes, it probably could. But we believe that having a dedicated professional listen and attend to your company’s specific needs provides reassurance, and is often easier than sending an endless stream of emails.

Of course, it goes without saying that once everything’s in place, the AI does the talking. Unless there’s a problem, in which case your customization specialist will be all too happy to help find a solution as quickly as humanly possible.

It’s clear that these days AI is a must for any business. Without it, efficiency and user experience are unlikely to meet the generally acceptable standards. However, a balance between automation and the human touch is key to both attracting and keeping hold of customers.

Indeed a fully automated business model, as tempting as it may sound in practice, is highly unappealing from a client perspective.

Mateusz Szymanski

Mateusz Szymanski

In the XTRF team for almost 3 years. Started as an intern, now Customization Team Leader. After hours passionate cyclist and music connoisseur.

All stories by : Mateusz Szymanski