Use case · Customer service
The customer writes in Polish, the agent answers in French, each reads their own language
A brand sells into 14 European countries from a single warehouse. Two people in support, French-speaking, with some English. Around 38% of messages arrive in a language they cannot read — and end up at the bottom of the pile, hastily translated by a free tool.
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The starting point
A language you cannot read is a customer you keep waiting
A Dutch message arrives on Tuesday. It is pasted into an online translator, the reply is written in English because that feels safer, and the customer gets an answer two days later in a language that is not theirs. None of that is serious on its own; across a thousand messages a month, it is a reputation.
- 38% of messages handled last, because of language
- Replies in English by default, in countries where that is noticed
- Copy-pasting into an external translator, customer data included
- No way to maintain a knowledge base in fourteen languages
What gets deployed
Translation moves into the conversation, not beside it
- 01
Everyone writes in their own language
The customer writes Polish, the agent sees French. The agent answers in French, the customer receives Polish. There is no more copy-pasting into an outside tool — and therefore no more customer data leaving the European Union to be translated.
- 02
The AI agent works in all fourteen languages
The knowledge base is written once, in French. The agent answers in the visitor's language, from the same material. Delivery, returns and sizing questions are handled without occupying either person.
- 03
The human takes over without switching language
When the agent transfers, the conversation keeps its translation: whoever picks it up reads the thread in French, including what the AI answered in Polish.
- 04
The rest of the interface follows
Acknowledgements, waiting messages, notifications: localised in the visitor's language, without writing fourteen versions of every sentence.
What it moves
What the setup targets
- 14
- languages served by two people
- 0
- messages left last because of language
- 0
- customer data pasted into an external translator
- 1
- knowledge base, written once
Go further
The building blocks used
AI chatbot
The conversational agent that answers on your site, 24/7.
DiscoverShared inbox
Every channel in one team inbox, wired to the CRM.
DiscoverKnowledge base
Your company's knowledge, serving the chatbot and your teams.
DiscoverTickets & SLAs
Requests tracked, deadlines kept, delays made visible.
Discover360° customer view
The entire customer relationship on a single record: activities, deals, exchanges.
DiscoverFAQ
Frequently asked questions
Is machine translation good enough for customer service?
For delivery, returns or availability questions, yes — and the agent can always see the original message. For a dispute or a contractual matter, translation is there to understand quickly, and nothing stops you having a native speaker review it.
Do we have to translate the knowledge base?
No. It is written once in your language; the agent answers in the visitor's. That is what makes multilingual support sustainable for a small team.
Is it charged as an extra?
Translation and multilingual support are standard, with no paid module. The AI agent's answers are charged in credits, as used.
What happens when a message arrives in a rare language?
The agent answers in the language of the message, grounded in the knowledge base, and the exchange is shown to the team translated. Where 38% of messages were unreadable to two people, that is the difference between an answer in an hour and an answer never written.
Are marketing campaigns multilingual too?
Yes: the contact's language is a property of the record, and the campaign goes out in it. The interface itself exists in fourteen languages, which matters when a local team joins the account.
Another question? Write to us — a human will answer.
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