How a Global Electronics Manufacturer Uses Thunai for Real-Time Call Translation

Client Overview

This client stands as a dominant force in the global electronics and health technology market. They operate across more than 100 countries and maintain a complex portfolio.

Their products range from highly regulated medical imaging systems to high volume consumer goods like electric shavers and toothbrushes. This diversity creates a massive support challenge.

The client needed to ensure that a consumer in Japan or Brazil received immediate and expert support. Relying on native speakers for every product line was impossible to scale and difficult to balance.

The Challenges: The Risks of the Language Silo Trap

The client possessed a highly skilled workforce, yet they struggled with a severe Language Silo problem. Their best technical agents were often locked out of critical conversations simply because they did not speak the language of the customer. This fragmentation created three distinct operational risks.

• Resource Imbalance and Wasted Expertise:  Support queues were consistently uneven. One regional hub might be overwhelmed with incoming calls while expert agents in another region sat idle. A top tier engineer in India could not assist a Spanish speaking customer in Mexico even if they knew the exact solution. ‍
• The Transfer Spiral: When customers reached an agent who could not speak their language, they entered a cycle of transfers. Agents had to pass the customer to a specialist or bring in a third party manual translator. This friction destroyed First Call Resolution rates. It forced customers to repeat their issues multiple times‍
• Compliance Blind Spots: Accuracy is non negotiable in the health tech space. Relying on non native speakers or external translators introduced a high risk of misinterpretation. Quality Assurance managers could not effectively audit calls in languages they did not understand. This left the leadership team with 98% of their global interactions unchecked. 

Thunai Solution: Automated Two-Way Translation via Genesys

Thunai dismantled these barriers by integrating directly with the existing Genesys Contact Center. The client utilized the Thunai MCP to establish a deep and bidirectional connection between their telephony infrastructure and the Thunai language engine.

The solution automated the entire support workflow through three specific steps.

1. The Genesys Bridge: The client leveraged Thunai MCP to plug the system directly into their Genesys workflow without replacing their existing hardware. MCP acted as a deep connection layer that allowed voice data to flow securely between the carrier and Thunai in real time. This was not just a simple API call. It enabled a true two way flow of information where Thunai could read data from the call and write actions back to the system instantly.
   
2. Real-Time Neural Translation: Thunai Omni served as the core translation engine for every interaction. As a customer spoke in their native language, the system utilized live transcription to convert audio to text instantly. It translated this text into English for the support agent. The agent then replied in English, and Thunai synthesized that response back into the customer's native language.
   
3. Universal Compliance Scoring: Thunai Brain acted as the central intelligence for quality control. It did not just translate the conversation. It monitored the intent and technical accuracy of every exchange against the company SOPs. The system synced with the live application data to ensure the agent provided the most up to date information. 

Conclusion

Thunai transformed the support operations of the client from a fragmented collection of regional silos into a unified global powerhouse. By removing the language barrier, the client unlocks the full potential of their entire workforce.

The system allowed any agent to serve any customer anywhere in the world. This shifted the primary metric of success from Language Coverage to Resolution Speed. It ensured that high standards of care and compliance were met universally. This secured their reputation as a leader in health technology.

This strategic shift did not just lower wait times. It democratized expertise across the organization. The client successfully closed the gap between their global demand and their available supply. Now every interaction matches the precision and quality required by a world class technology leader.