Heather Morgan Shoemaker

About Heather Morgan Shoemaker

When a support ticket comes in from a non-English-speaking customer, do they have to wait until a multilingual agent is available? Or can any of your reps, regardless of what language(s) they speak, answer that request?Language I/O helps monolingual CS agents communicate with customers in real-time in 150+ languages. Our technology delivers highly accurate translations for support channels including chat, email, and support articles, so you can support a global customer base without expanding your headcount.

Experience

1. CEO

   Language Io

   Jan 2013 — Present · Cheyenne, WY, US

   In founding Language IO, I was able to combine two passions: technology and linguistics. We\'ve been an AI company since day one and coined the term \"multilingual customer support.\" We started working with neural machine translation technology over a decade ago to power our multilingual support platform, recently adding LLMs (Large Language Models) to our model-agnostic solution. Our technology is leveraged by enterprises for whom the security and accuracy of their AI-powered translations are existential to their business. We allow our customers to maintain a language agnostic support team that can chat, email and talk to their customers regardless of language. Our Smart Model Selection solution ensures that we are able to quickly add emergent models to our proprietary machine learning layer, which chooses the most fluent translation model for a translation in the moment we receive the request. Our turn-key integrations and commercial APIs make it easy to get up and running with Language IO. Further, our platform supports the concept of \"portable intelligence,\" meaning that we add a company\'s brand- and industry-context to each translation we perform, without embedding that context within a particular model. Our customer, language- and channel-specific prompting architecture also allows us to very quickly tailor formality, fluency and accuracy of a translation on the fly without disrupting other customers or even other channels within your company. Lastly, our agent assistant and toxicity filter solutions ensure that your agents and customers have the best experience possible.

Education

• University of Colorado Boulder

  Master's of Science, Computer Science & Telecommunications

• University of Washington

  Bachelor's Degree, Latin American Studies, Linguistics

• Universidad Nacional Autónoma de México

  Bachelors Degree, Estudios Latinoamericanos

Skills

• Professional Services
• Go-to-Market Strategy
• Php
• Software as a Service (Saas)
• Aspx
• Mobile Devices
• Writing
• Content Management
• Website Localization
• Multilingual
• Marketing
• User Experience
• Software Development
• Scrum
• Globalization
• Internationalization
• Cloud Computing
• Leadership
• C#
• .net
• Product Marketing
• Social Media Marketing
• Localization
• Start-Ups
• Product Development
• Analytics
• Web Applications
• Software Project Management
• Crm
• Mobile Applications
• Saas
• Integration
• Concrete5
• Strategic Partnerships
• Agile Project Management
• Product Management
• Business Intelligence
• Agile Methodologies
• Java Enterprise Edition
• Enterprise Software