Transforming Customer Communications with Messagepoint's AI Translation

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HOW MESSAGEPOINT ROLLED OUT AI TRANSLATION AS A
FEATURE
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Toronto-based Messagepoint operates a
documentation and workflow management platform in
the client communications industry.
Founded in 1998, the companys clients include
Xerox and TD Bank, with many other customers in
highly regulated fields, such as US health
insurance. This particular specialization prodded
Messagepoint to develop its Healthcare Touchpoint
Exchange tool, part of a larger AI translation
system.
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But beyond language quality, measuring the impact
of AI translation on speed, workloads,
efficiency, and cost is essential to winning over
potential clients.
Insurers required to translate complex Medicare
Advantage plan materials, for instance, might
need to translate documents several hundred pages
long within tight timeframes, with insurers in
some regions supporting up to 24 languages.
Customers might spend six to seven figures
annually on such work Messagepoint CEO Steve
Biancaniello told Slator.
He explained, Measuring the ROI of AI
translation is straightforward because many of
our customers previously relied on traditional,
human-led translation services, where costs and
hours were closely tracked.
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Speed, Scale, and Savings
Of course, beyond the AI translation systems
capabilities for translation and translation
accuracy checks, its speed and scale which
Biancaniello described as far beyond human
capability are major draws.
The exact numbers related to time and cost
savings vary based on how much AI is leveraged
versus human activity, Biancaniello said.
Clients self-report their human inputs while
Messagepoint tracks its own teams time spent
facilitating the translation process. The figures
may include a slightly more elusive measure
namely, time (and money) saved by not reworking
translations after the fact.
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Preservation of complex formatting and
data-driven variable content is very important so
customers dont have to reimplement translated
content into the content hub, Biancaniello
explained. To that end, he noted, Messagepoint
tries to tackle the process surrounding
translation rather than delivering something
that automates just one part of a business
process.
Biancaniello said that the company has already
extended its AI translation offering to customers
in financial services and government, which have
historically translated the bare minimum of
customer communications because of the cost and
effort required.
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But serving increasingly diverse populations,
especially those with limited English proficiency
(LEP), combined with regulatory pressures, has
driven demand for translated content to an
all-time high, Biancaniello said.
He reported that the client response to
Messagepoints AI translation has been
overwhelmingly positive, particularly in the
health payer and government sectors.
Biancaniello predicts the impact of AI
translation will only grow as organizations move
to embrace AI for translation more broadly, and
as the public and clients build trust and
confidence in AI.
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Slator is the leading source of news and research
for the global translation, localization, and
language technology industry. Our Advisory
practice is a trusted partner to clients looking
for independent analysis. Headquartered in
Zurich, Slator has a presence in Asia, Europe,
and the US.
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