Case Study 05 – Toyota Voice of Customer (VoC)
Client: Toyota Motor Europe | Industry: Automotive
Services Provided: Localization , MT Post-Editing
NLG involved in Toyota VoC project, part of the Customer Recommendation (CRS) Program, to support Toyota Motor Europe (TME) and iSKY in the categorization and the improvement of translation accuracy of customer comments.
As part of the Pan-European Customer Recommendation Program, TME collects customer comments (Voice of Customer) in European local languages. TME uses surveys/questionnaires to obtain ratings and VoC with the ultimate goal of assessing customer experience in three different areas, Prospect, Purchase and Service. The collected VoC in local languages is fed back to iSKY’s system in order to be automatically assigned to CRS categories, plus it is also machine translated from local languages into English. NLG was brought in to improve the accuracy of machine categorization and translation, adding the human touch with the help of linguists experienced in the automotive domain and the Toyota brand in particular.