[GALA Valencia 2024] Aiming for “Omotenashi": Elevating Multilingual Customer Support for Japan
Discover how we are aiming to achieve the unparallel level of customer service known as "omotenashi" in Japanese culture by using a combination of Machine Translation (MT), Large Language Models (LLMs) and training customer support agents. This presentation explores the role of MT and LLMs in enhancing multilingual customer support for Japan, facilitating seamless communication, and bridging cultural gaps to deliver a friendly and polite customer experience.
Learn how technology guided by human expertise can help us to support cultural nuances and transform customer interactions, resulting in stronger customer relationships and expanding market reach. Join us to explore the different possibilities in the pursuit of "omotenashi" in muti-lingual customer service for the travel domain.
Host organization: Globalization and Localization Association
Event Speakers
Lucía Guerrero
Expedia Group, Inc.
Lucía Guerrero is Machine Translation Manager at Expedia Group and also part of the collaborative teaching staff at the Universitat Oberta de Catalunya. In the translation industry since 1998, she has been Machine Translation Specialist and Translation Project Manager at CPSL, managed localization projects for Apple Computer and translated children’s and art books.
Maribel Rodríguez Molina
Language I/O | Linguist Now
A localization specialist with more than 20 years of experience, Maribel is Language I/O's Machine Translation Quality Manager. As a champion of the concept of “quality as a layer,” she is passionate about maximizing the use of machine translation and QA automation to drive customers' success in the chat and case support space.