Bomgar Integrates GeoFluent for Chat Translation



Bomgar has integrated Lionbridge's GeoFluent with its Bomgar Remote Support chat-based customer support solution. GeoFluent is a customized, real-time translation solution that adds multilingual capabilities to organizations' existing self-service and agent-assisted digital communications platforms, including chat, email, and ticketing. With the integration, Bomgar customers can now support real-time chat across more than 100 languages.

Drawing on GeoFluent's patented artificial intelligence-based core that is customized and trained for each customer's unique requirements, GeoFluent with Bomgar Remote Support also recognizes company specific terms and use cases and is trained to reflect industry acronyms, shorthand, lingo, and slang. GeoFluent also detects and corrects common chat spelling mistakes.

"Bomgar is a leader in helping organizations around the world deliver superior support services and reduce threats to valuable data and systems," said Tom Tseki, Lionbridge's vice president and general manager, in a statement. "The combination of Bomgar Remote Support and GeoFluent significantly improves the customer experience by supporting stakeholders across all languages and geographies in real time."

"Many companies need to support an end-user who needs or prefers to communicate in a different language than the support representative," said Donald Hasson, director of ITSM product management at Bomgar, in a statement. "However, when this need arises, organizations must be prepared or risk communication errors, poor satisfaction scores, and customer churn. Bomgar's integration with GeoFluent addresses this issue, giving companies access to customized, efficient chat support in any language. As a result, organizations can reduce the cost and resource burden associated with global support while simultaneously increasing end-user satisfaction."