Using Machine Translation for the Localization of Electronic Support Content: Evaluating End-User Satisfaction
Osamuyimen Thompson Stewart, David M. Lubensky, Scott T. MacDonald, Julie Marcotte · Conference of the Association for Machine Translation in the Americas · 2010
This paper discusses how to measure the impact of online content localized by machine translation in meeting the business need of commercial users, i.e., reducing the volume of telephone calls to the Call Center (call deflection). We address various design, conceptual and practical issues encountered in proving the value of machine translation and conclude that the approach that will give the best result is one that reconciles end-user (human evaluation) feedback with web and Call Center data.