How an International Travel Agency Transformed Global Customer Service with AI Translation

If you’re running a global travel business, you already know this: communication can make or break the customer experience. Whether your travelers are booking a last-minute trip to Tokyo or filing a complaint about lost luggage in Madrid, accurate translations matter.

One international travel agency—operating in more than 30 countries and serving customers in over 15 languages—was facing serious challenges. Support teams were overwhelmed. Response times were lagging. And worst of all? Translations were inconsistent, often resulting in miscommunication and unhappy travelers.

Sound familiar?

Let’s walk you through how this travel agency completely turned things around using MachineTranslation.com, a smart, easy-to-use platform that delivers fast, reliable, and customized translations powered by cutting-edge AI.

The problem: Lost in translation

Imagine this. A French-speaking customer messages your support team to ask about their hotel pickup. Your system auto-translates it into English, but the phrase “prise en charge” turns into “charge” instead of “pickup.” Confusing, right? And unfortunately, that’s not a one-off issue.

This travel agency was using a mix of traditional translation tools and outsourcing to freelancers. The result? High costs, slow turnaround, and lots of inconsistency.

Key challenges they faced:

• Slow response times due to back-and-forth with human translators.

• Inconsistent terminology—a phrase like “check-in time” had three different translations.

• Limited control over tone and formality, leading to awkward or unprofessional messages.

• Scaling issues—as customer volumes grew, so did translation delays.

That’s when they turned to MachineTranslation.com, a platform built specifically for businesses like theirs—global, customer-facing, and in need of smarter solutions.

The solution

Instead of applying patches to their translation problems, the agency found long-term solutions with MachineTranslation.com’s robust feature set. Here’s how the platform addressed each of their challenges:

Multi-engine aggregation for better accuracy

Rather than relying on a single machine translation source, MachineTranslation.com gives you output from multiple AI and LLM engines. This means you’re not locked into one provider. You can compare results and select the most accurate, contextually correct translation for each use case—be it casual customer chat or formal policy language.

AI Translation Agent with Memory

If you’re tired of correcting the same phrases over and over, this tool is your new best friend. The AI Translation Agent not only asks you smart questions to tailor each translation, it also remembers your choices if you’re a registered user.

Prefer "eco-tour" to "green holiday"? Like to use a warm tone in Spanish replies but a formal one in German? This feature ensures consistent, customized translations that match your tone, brand, and audience—every single time.

Key Term Translations for travel-specific vocabulary

The platform scans your source text and picks out up to 10 key terms—like “baggage allowance” or “visa on arrival”—then provides you with the top translation options from the leading engines. You get to choose what fits best, and that preference can be saved for future use.

It’s like having a glossary that updates itself, giving your team total control over the words that matter most in your industry.

Segmented Bilingual View for smart editing

No more scrolling through walls of text trying to find that one sentence that needs fixing. With segmented bilingual editing, you see each sentence side by side in source and target languages. You can edit, review, or approve each section quickly, reducing oversight and speeding up QA.

This view is especially helpful when translating FAQs, travel advisories, or long-form email templates—anywhere clarity is critical.

API integration for real-time support

MachineTranslation.com’s API lets you plug the platform into your help desk system or chatbot. That means your customer service agents can communicate with travelers in real time, in their native languages, with instant AI-powered translation behind the scenes.

It’s seamless, scalable, and fast—exactly what you need when your customers are on the go.

How they put it to work

Here’s how the agency integrated MachineTranslation.com into their day-to-day operations:

1. Support ticket translation with AI memory

Instead of outsourcing support tickets for translation, they routed messages through MachineTranslation.com’s platform. Each ticket’s key terms—like airport codes or loyalty program details—were identified and translated consistently across all languages.

Since the AI Translation Agent had memory, it learned how they handled frequent phrases like “free cancellation” or “trip insurance”—saving agents time and reducing editing needs.

2. Help center localization

They used the platform’s file upload feature to translate over 150 Help Center articles—ranging from FAQs to safety guidelines. With segmented editing, their in-house QA team could quickly scan and polish critical segments, especially those related to COVID protocols and travel restrictions.

3. Real-time chat translation

For their live chat support, MachineTranslation.com’s API was integrated into their chat system. Agents could communicate with customers in real time, with the engine offering translations in under 2 seconds. And when clarification was needed, the platform’s translation quality score helped flag low-confidence segments.

The results

In less than three months, the travel agency saw measurable improvements:

60% Faster Response Times

The travel agency saw a dramatic improvement in how quickly they could respond to customer inquiries. Before using MachineTranslation.com, support agents often had to wait several hours—or even a full day—for third-party translators to return completed translations. This caused frustrating delays for travelers needing quick answers. With instant AI-powered translation, agents could now understand and reply to tickets within minutes. As a result, the average ticket resolution time dropped from 16 hours to just 6, significantly boosting operational efficiency and responsiveness.

85% Accuracy with zero human edits

Not all machine translations are created equal. But with MachineTranslation.com's multi-engine aggregation and AI Translation Agent, the agency achieved high-quality output that required little to no manual correction. In fact, 85% of translated messages—especially those involving high-volume language pairs like English-Spanish and English-French—were ready to send as-is. This saved the team countless hours of proofreading and gave agents the confidence to respond quickly without compromising accuracy or clarity.

Higher customer satisfaction

Speed and clarity go hand-in-hand when it comes to great customer service. Once the agency eliminated delays and improved translation consistency, their customer satisfaction scores (CSAT) rose significantly. In multilingual markets, they saw a 22% increase in CSAT ratings, with customers specifically praising faster service, clearer replies, and more professional communication in their native language. This boost in satisfaction also led to more repeat bookings and positive reviews—both critical for growth in the competitive travel industry.

Reduced costs by over 40%

Hiring freelance translators for every language used to be the standard—but it wasn’t sustainable. The agency was spending thousands per month on human translation services, many of which required additional editing. With MachineTranslation.com’s affordable platform, they automated most of their translation workflows, dramatically lowering costs. In just one quarter, they cut their language service expenses by more than 40%, all while maintaining or improving quality. That freed up budget for other high-impact areas like marketing, customer retention, and service innovation.

What you can learn from this

If you're managing multilingual customer support, here are a few key takeaways:

1. Glossaries are gold

MachineTranslation.com’s Key Term Translations let you lock in how important phrases are translated. Create glossaries for travel-specific terms and update them regularly.

2. Let AI learn you

Using the AI Translation Agent with memory, you can train the platform to follow your preferred tone, format, and terms. It’s like having a virtual team member who never forgets your style guide.

3. Focus on segments, not paragraphs

The segmented bilingual UI makes it easy to edit individual sentences without drowning in long passages. This is a huge time-saver when you’re managing a team.

4. Don’t translate everything manually

Let the AI handle the first draft, then decide which parts need human review. This hybrid approach gives you the best of both worlds: speed and precision.

Final thoughts

At the end of the day, your global travelers expect you to speak their language—literally. But you don’t have to break the bank or hire a dozen translators to do it.

With MachineTranslation.com, you get a powerful yet simple solution that puts customized translations within reach. Whether you’re handling support tickets, translating articles, or responding to real-time messages, you can do it all faster, better, and more affordably.

So if your business is growing globally, and your team is stretched thin, give this tool a try. You’ll get 100,000 free credits just for signing up. And with over 270 languages supported, you’ll be ready for customers no matter where they’re headed.