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December 29, 2003 By: Tim Baker Impact of a web based multilingual portal for helpdesk applications
IMPACT links a helpdesk based on genesisWorld via the Internet to a multilingual web service developed by LTC using Systran MT. In this way, a customer can report a problem via the web, entering the information in English. The trouble ticket is automatically translated into German before it is viewed by the helpdesk operative. After processing, the helpdesk agent’s solution, which is in German, is automatically translated back into English in the same way and is then available for the customer in a protected area of the web pages. The customer can also find information there on the current status of the problem they reported. The customer additionally has access to a multilingual knowledge database (FAQ) here. On the basis of its genesisWorld solution, CAS Software operates a helpdesk for processing problems reported by the international partners for genesisWorld solutions. 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 genesisWorld system in accordance with a structured workflow. In IMPACT, 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. 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 consumer web based translations services, the results of which are often unsuitable for professional users. For users who require a translation of publishable quality rather than an understandable result, the system can be set temporarily or permanently to include human revision 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 to yield publication quality, and they are then available in both languages.
About
The Author:
Tim Baker is a successful author and regular contributor to http://www.help-desk-software-n-application.com.
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