Bridging Language Gaps Without Borders: A Multilingual Contact Center Transformation
In an increasingly global world, customer support is no longer just about being fast—it’s about being relevant, local, and personal.
One of our clients, a fast-growing travel-focused brand, came to us with a very modern challenge:
Their team was fully capable, professional, and efficient—but they only spoke English. Meanwhile, their customer base stretched across continents, cultures, and languages.
Hiring native speakers for each region?
Not feasible. Not scalable.
So we turned to what we do best—combining cloud technology and AI to build smarter contact centers.
The Challenge: Serve Global Customers with a Single-Language Team
The brand needed a way to:
-
Support multilingual queries (voice and chat)
-
Avoid hiring and training agents for every region
-
Retain their existing English-speaking team
-
Deliver a seamless, human experience across all touchpoints
Essentially, they wanted to sound local—without going local in hiring.
The Solution: Amazon Connect + Live Translation + Generative AI
We designed a fully cloud-based, AI-powered multilingual support setup using Amazon Connect as the foundation.
Here’s how we did it:
1. Amazon Connect Contact Center Setup
We built a scalable, cloud-based contact center with Amazon Connect. It offered:
-
Voice and chat channels
-
Easy CRM integration
-
Real-time monitoring and reporting
This created a flexible backbone that could evolve with the brand.
2. Live Translation Widget
We embedded a real-time translation widget directly into the agent’s interface.
What happened next was magic:
-
Customers typed or spoke in their native language
-
Agents saw the translation instantly in English
-
Agents responded in English
-
The customer saw it in their own language—instantly
No delays. No confusion. Just smooth, cross-language communication in real-time.
3. Generative AI for Agent Assistance
We added a layer of Generative AI to reduce friction and support the team:
-
Suggested replies based on previous interactions and context
-
Auto-summarization of long chat threads or call transcripts
-
Faster follow-ups using AI-drafted recap messages
This freed up agents from typing long responses and reduced burnout—especially during peak seasons.
The Impact: More Coverage, Same Team, Better Experience
The transformation was fast—and the results were impressive.
Business Outcomes:
-
Global coverage with zero increase in headcount
-
Faster response times due to AI assist
-
Reduced customer frustration from language barriers
-
Consistency across all conversations
Customer Experience Outcomes:
-
Increased Customer Satisfaction (CSAT) scores
-
Higher first-contact resolution (FCR)
-
Customers felt heard and understood, no matter where they were
