Multilingual customer service by phone with an AI phone agent
This guide explains how you can receive calls in several languages with an AI phone agent. You learn the difference from traditional menus and what you should test before a purchase.
Multilingual customer service by phone with an AI phone agent means that the agent speaks many languages and can switch language mid call. Callers avoid listening through a long menu to reach the right place. This provides a smooth service for companies with customers in several countries.
The difference from traditional menus
A common way to handle many languages is to let the customer make a keypad choice. The caller listens to a menu to reach the right department. This works well when you have specific staff for every language.
With an AI phone agent, the caller states their issue using their own words. The agent is designed to understand what the caller wants. It speaks thirty languages and can switch language mid call.
When a customer switches language
In a traditional setup, the caller is often locked into the choice they made in the menu. If the person prefers to continue in English, the call sometimes requires a transfer.
The AI phone agent commands Swedish, Norwegian, Finnish, Danish and many other languages. It can change between them during a single ongoing dialogue if the caller prefers it.
Work in systems and data security
One challenge with customers from different countries is finding the right order in the correct database. Once the agent is connected to your existing business systems, it can retrieve information and perform actions during an ongoing dialogue.
Security is highly important regardless of the language spoken. Real Talk stores and processes all personal data in data centres within the EU. The information is encrypted both in transit and at rest.
Passing conversations to your personnel
Sometimes a case needs to go to a human employee. If your staff do not speak the language of the customer, it becomes difficult to help right away. A good handover is therefore crucial for a great experience.
If the caller asks for human contact, the agent forwards the issue. Calls are transferred to your human team with full context. Your colleague receives direct access to all collected data.
What you should test before choosing a vendor
Before you make a decision, it is wise to test call a demo agent. You send your existing material exactly as it is. We build a demo agent from the information at no cost. You can start on a limited scale to evaluate the outcome.
- Test the languages that are most important for your specific business.
- Try changing language mid call to see how the agent reacts.
- Say complicated names and addresses in different languages to check comprehension.
- Review how the handover to your staff works when the employee does not speak the language.
Frequently asked questions
Do we need to change our telephony platform to handle several languages?
You keep your existing phone system. We assign a phone number that you easily add to your current environment.
Does the AI phone agent understand Swedish in phone calls?
The agent is designed to understand what the caller wants. It conducts natural conversations in Swedish and many other languages.
Can the agent check orders in our systems?
Yes. Once the agent is connected to your existing business systems through automations, it can retrieve information and perform tasks within your own databases during the conversation.
How does the agent introduce itself?
The agent conveys that it is an AI at the very beginning of the call. You decide the exact wording yourself.
This guide is written by Real Talk, the Nordic AI phone agent.