Introduction
Relying on third-party providers for hotel descriptions left Skyscanner with little control over quality.
Frequent issues, like incomplete sentences, grammar mistakes and inconsistent terminology, undermined user experience, but Skyscanner had no scalable way to monitor or fix them.
Solution and key benefits
- Monolingual quality assessment without source text comparison
- Custom multi-LLM evaluation setup, tailored to ensure accurate results across the board
- Refined MQM-based quality framework for scientific precision in error identification and categorization
- Comprehensive evaluation reports combining both qualitative and quantitative metrics
- Language-specific insights and dashboards for targeted and actionable analysis
Findings and outcomes
- Correctly identified up to 91% of issues missed by standard translation and review.
- Achieved a 55% reduction in quality audit time.
- Delivered analysis across 9+ language quality categories, enabling structured, service-level visibility on linguistic performance.
What they say about us
For the first time, this pilot showed that we could get structured, scalable visibility over partner-generated content – something we couldn’t monitor before, despite its direct impact on user experience. Creative Words didn’t just plug in AI: they built a workflow informed by expert linguistic insight, which gave us tangible data and actionable direction to drive improvements. The real value came from the people behind the process and the ongoing collaboration between our teams.
