Transforming Customer Communications with Messagepoint's AI Translation
                     HOW MESSAGEPOINT ROLLE
D OUT AI TRANSLATION AS A
 FEATURE
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Toronto-based Messagepoint operates a 
documentation and workflow 
management platform in the client 
communications industry. 
Founded in 1998, the company’s clients 
include Xerox and TD Bank, with many 
other customers in highly regulated 
fields, such as US health insurance. This 
particular specialization prodded 
Messagepoint to develop its Healthcare 
Touchpoint Exchange tool, part of a 
larger AI translation system.
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But beyond language quality, measuring the impact of AI translation on speed, 
workloads, efficiency, and cost is essential to winning over potential clients.
Insurers required to translate complex Medicare Advantage plan materials, for 
instance, might need to translate documents several hundred pages long within 
tight timeframes, with insurers in some regions supporting up to 24 languages. 
Customers might spend “six to seven figures annually” on such work 
Messagepoint CEO Steve Biancaniello told Slator.
He explained, “Measuring the ROI of AI translation is straightforward because 
many of our customers previously relied on traditional, human-led translation 
services, where costs and hours were closely tracked.”
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Speed, Scale, and Savings
Of course, beyond the AI translation system’s capabilities for translation 
and translation accuracy checks, its speed and scale — which Biancaniello 
described as “far beyond human capability” — are major draws. 
The exact numbers related to time and cost savings “vary based on how 
much AI is leveraged versus human activity,” Biancaniello said. Clients 
self-report their human inputs while Messagepoint tracks its own team’s 
time spent facilitating the translation process. The figures may include a 
slightly more elusive measure; namely, time (and money) saved by not 
reworking translations after the fact. 
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“Preservation of complex formatting and data-driven variable content is very 
important so customers don’t have to reimplement translated content into the 
content hub,” Biancaniello explained.
To that end, he noted, Messagepoint tries to tackle “the process surrounding 
translation” rather than “delivering something that automates just one part of a 
business process.”
Biancaniello said that the company has already extended its AI translation offering 
to customers in financial services and government, which have historically 
translated “the bare minimum of customer communications because of the cost 
and effort required.” 
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But serving increasingly diverse populations, especially those with 
limited English proficiency (LEP), combined with regulatory pressures, has 
driven demand for translated content to an all-time high, Biancaniello said. 
He reported that the client response to Messagepoint’s AI translation has 
been “overwhelmingly positive, particularly in the health payer and 
government sectors.”
Biancaniello predicts the impact of AI translation will only grow as 
organizations move to embrace AI for translation more broadly, and as the 
public and clients build trust and confidence in AI.
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