IMPACT - Impact of a Web Based Multilingual Portal for Helpdesk ApplicationsLinking a web based help desk portal to translation software via Internet
IMPACT links via Internet a web based help desk portal to machine translation software developed by LTC using the software product Systran MT. On the basis of its CRM Groupware solution CAS genesisWorld, CAS Software operates an own help desk for processing problems reported by the national and international sales and implementation partners for CAS genesisWorld. Via the web, the partners can initially search for existing solutions and report problems if required. These are processed directly in the CAS in-house CAS genesisWorld system in accordance with a structured workflow. Automatical translation of trouble tickets
In this way, a solution provider can report a software related problem via the web, entering his information in English. The resulting trouble ticket is automatically translated into German before it is viewed by the help desk operative staff. The help desk staff checks if a solution is already available and if not tries to reproduce the problem and to generate a solution for it. After processing, the help desk agent's solution, which is in German, is automatically translated back into English in the same way and is then available for the solution provider in a protected area of the web pages. The solution provider can also find information there on the current status of the problems he reported. Additionally, he has access to a multilingual knowledge database (FAQ). In IMPACT, CAS genesisWorld exchanges the content of problem reports with the LTC system for automatic translation, using an interface based on Internet protocols (http, XML). The LTC system processes the language entry and compares it against existing translations. Language processing quality that makes everything easily understandable
The tools used guarantee a language processing quality that makes everything easily understandable for the user and ensures efficient communication. They are also considerably different in terms of architecture and complexity from the web based translations services targeting for a consumer audience, the results of which are often unsuitable for professional users. Optional revision by professional human translators
For users who require a perfect, publishable translation quality rather than just intelligibility, the system can be temporarily or permanently set so that the output, which is already understandable, can be revised by professional, human translators. If completed solutions are to be stored permanently in the solution database, they are translated from German into English by the LTC software and manually revised, in order to be available in both languages. Lessons learntThe IMPACT project represents a good use of machine translation, in that the application does not require output of publishable quality, but only understandable results. >> more |
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