Integrated with a helpdesk system, LTC Communicator allows a software vendor to run a centralized support center, without training and equipping local support desks in different countries; the user and the support engineer do not need to share a common language.
For example, where an English-speaking helpdesk supports German users:
- The user enters a trouble ticket in German, via the software company's support portal
- The trouble ticket is routed through the LTC Communicator translation components
- The request is displayed to the support engineer in English
- The engineer prepares the solution, also in English, to be automatically routed back through the translation environment
- The user can then view the solution (or status information) in German
LTC Communicator combines established language technologies to provide a very flexible solution to multilingual support requirements:
- Output generally needs to be intelligible, not of publishable quality, so post-editing should not be needed for most trouble tickets and solutions
- The solution text from the support engineer may be selected from a library of "standard" responses, in which case the equivalent text in the user's language will be retrieved directly from the translation memory
- Communication is generally within a well defined subject area, and LTC Communicator can be customized to the 'domain' the customer works in
- Style guidelines can be used to ensure consistency of input, and maximize the quality of translated output
- The system can interface to any web-based front-end that is capable of generating messages in XML format; it does not require any additional software on the user's desktop
- In principle, it can integrate with other machine translation programs, depending on customer preference and languages to be supported
- Once the system is operational, further languages can be added at moderate cost
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