Access Business Analytics
Automation has come a long way, leading now to its most advanced and buzzworthy state, artificial intelligence. AI refers to technologies that learn from training data and experience to perform tasks that would otherwise require human intelligence. When applied to a PM’s job, AI enables “lights-out” project management, in which software handles the project from quoting to invoicing without the need for human interaction. Over the last few years, CSA Research has observed a growing number of LSPs that operate with business models that are fully or partially automation-driven. AI exists at the end of a continuum running from simple trigger-based automation, through more robust rule-driven expert systems to big data-driven applications that learn from observing projects:
The range of automation can vary greatly, but developers tend to focus on project intake, project management, vendor management, and project post-processing.
Even the most sophisticated lights-out systems we’ve observed retain some human-centered elements. For example, if LSPs can handle projects from A to Z with their AI, then vendor managers can focus on the relationship with suppliers, and account managers can invest more effort in developing client strategies. AI in project management is bound to trigger a complete revolution in the long-held and prevalent beliefs of the language services industry. While executives may be tempted to resist the push for automation out of fear of the unknown or lack of technology expertise, automating PM processes becomes even more urgent for LSPs than adding AI via neural machine translation (NMT). CSA Research contends that the benefits it delivers in eliminating unnecessary manual touches will allow companies to re-deploy its human assets to more valuable tasks. As the technology improves, we recommend that all providers review their operations to learn where they could take best advantage of AI. Of course, AI makes the language industry anxious. Even after LSPs switch to heavily automated business models, there will still be people involved. Some LSPs will take advantage of the changes, others won’t, this is no different than what we’ve been seeing for the last 30 years. There is risk, and work to be done, but the sky is not falling. Our latest research, “Will AI Eliminate the Need for Project Managers?,” analyzes the state of automation at LSPs based on responses to our annual global market survey and provide 12 steps to prepare for AI. For additional data and insight on automation adoption patterns in LSP production teams, refer to “The State of Project Management at LSPs.”
Director of LSP Service
Focuses on LSP business management, strategic planning, sales and marketing strategy and execution, project and vendor management, quality process development, and interpreting technologies
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