This case study explores how Welo Data partnered with a major e-commerce giant to support the launch and scalability of its flagship Natural Language Understanding (NLU) product.

Together, we achieved:

• Testing & ramping 30 crowd teams during 4-month sprints spanning 3 years
• Delivery of 13 million high-quality utterances
• Managing 7,500 resources in all time zones, driving a 24/7 production stream​

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The Challenge

In the competitive realm of e-commerce, the launch of a flagship Natural Language Understanding (NLU) product represented a significant step forward for our client. This initiative aimed to refine customer interactions through enhanced AI-driven conversational models across 30 languages, spanning multiple domains.

A particularly challenging dimension of the project was the need to consistently deliver written data as if it were generated by an automatic speech recognition model.  The partnership with Welocalize was pivotal in overcoming the inherent challenges of such an ambitious global rollout.

Overcoming Multifaceted Challenges

The core challenge lay in the requirement for vast, diverse utterances covering both written and spoken language modalities, tailored not just linguistically but culturally for each target locale. This complexity was compounded by the need for nuanced intent discovery within eight subject areas, all under the pressures of an aggressive timeline.

The Solution

The collaboration between the client’s data science teams and Welo Data led to the development of a robust, scalable data pipeline. This strategic approach was distinguished by its focus on crafting solutions that were directly beneficial to the client’s objectives:

• Enhanced Data Accuracy and Relevance: By aligning closely with the client’s scientific teams, the project ensured that data guidelines were optimized for the highest levels of accuracy and relevance. The Welo Data team’s expert computational linguists uncovered key gaps in the client’s data planning related to language-specific nuances. This collaboration resulted in the delivery of data that directly supported the nuanced requirements of the NLU product across each language.
• Global Scalability with Local Sensitivity: Recognizing the importance of cultural and linguistic accuracy, the project utilized advanced NLP tools and workflow controls tailored to each locale. This ensured that the data reflected the unique characteristics of each market, enhancing the product’s effectiveness and user satisfaction.
• Round-the-Clock Production: The operational strategy successfully managed a global team of 7,500 resources, achieving continuous production. This capability ensured that project milestones were met without sacrificing data quality or worker well-being.
• Direct Benefits to the Client: The project delivered 13 million high-quality utterances across 30 languages. This vast, rich dataset was instrumental in refining the client’s NLU product, directly contributing to its success in providing more accurate, culturally resonant customer interactions.

The Results

The success of this collaboration lies in its direct impact on the client’s ability to launch a sophisticated NLU product that meets the diverse needs of its global customer base. By delivering a product capable of understanding and engaging customers in their own languages and cultural contexts, the client has set a new standard for AI-driven customer interaction in the e-commerce industry.

This case study exemplifies how strategic partnerships can overcome the complexities of global product launches, delivering tangible benefits to customers through meticulous planning, innovative solutions, and a deep understanding of global market dynamics.