1. Leveraging Multilingual Helpdesk Services with Quality MT
ANTÓNIO BRANCO
UNIVERSITY OF LISBON

2. HELP DESK SERVICE Suppose you have this business opportunity:
Help desk service for support on consumer ICT devices and services
Ca. 2 Million users in a 10 Million country
Chat is one of the communication channels
Supported by monolingual intelligent information retrieval
You want to expand to new multilingual markets
This is the case of Higher Functions, partner in QTLeap project
Can language technology help to make it viable?

3. MACHINE TRANSLATION Suppose you have this research project:
Consortium with 8 partners:
Univ Lisbon, DFKI, CUNI Prague, Bulgarian Academy, Humboldt Berlin,
Univ Basque Country, Univ Groningen, HF
Covering 8 languages:
Basque, Bulgarian, Czech, Dutch, English, German, Portuguese, Spanish
Aim at advancing quality machine translation:
Deep language engineering approaches, and linked open data
This is the QTLeap project
Can a real usage scenario help to demonstrate the leveraging effect of language technology for the digital single market?

4. NEW BUSINNESS OPPORTUNITIES
Is it worth embedding MT to leverage multilingual helpdesk services?
Extrinsic evaluation of MT pilot systems:
What is the proportion of multilingual help requests that:
Are automatically answered? (given the previous monolingual knowledge base)
That is: do not eventually lead to a rescue phone call to the front desk operator?
QTLeap Deliverable 3.6: aver %

5. THANK YOU
ANTÓNIO BRANCO
UNIVERSITY OF LISBON