Looking to improve your contact center metrics? When AI agents speak your customers’ languages, you see an immediate impact: higher CSAT scores, lower operational costs, and improved efficiency. But maintaining separate AI agents for each language works against these goals.
Creating and managing multiple language versions drains resources, slows updates, and complicates quality control—affecting your operational efficiency, customer experience, and KPIs. There’s a better way.
The business impact of multilingual AI agents
Improved customer and employee experience: When people interact in their native language – whether they’re customers seeking support or employees accessing information – engagement and satisfaction naturally increase. Users complete more interactions successfully and return more often, driving better outcomes across your organization.
Operational efficiency: Focus on improving one core conversation flow instead of managing multiple versions. Updates automatically sync across all languages, eliminating duplicate work and reducing maintenance costs.
Global scalability: Enable quick expansion into new markets without rebuilding conversation flows for each language. Maintain local authenticity while scaling globally, with context-aware translations ensuring consistent style and tone in your messaging.
Cost-effective support: Provide 24/7 support across time zones without increasing headcount, serving global markets efficiently while controlling costs.
How a global pharmaceutical leader achieved efficient global communication: one AI agent speaking nine languages
A global pharmaceutical leader transformed their employee experience by integrating Cognigy with the Intento Language Hub to create one AI agent that communicates authentically across nine languages. Teams worldwide now access company information in their native languages, while centralized management ensures consistent, high-quality conversations.
This integration brings three key improvements to their virtual assistant:
- Centralized сonversation: Management Content specialists now manage one core conversation flow instead of separate versions for each language. This shift eliminated duplicate work and allowed the team to focus on improving conversations rather than maintaining multiple copies.
- Consistent corporate tone of voice across languages: Context-aware translations and built-in quality controls ensure technical terms and product names are handled correctly across languages. This has proven especially valuable for their complex product portfolio and technical support conversations.
- Rapid global expansion: New language deployment now requires only content localization, eliminating the need to rebuild conversation flows for each market. This allows quick expansion into new regions while maintaining conversation quality, company style and tone of voice.
These improvements have enabled this global pharmaceutical leader to scale its conversational AI strategy more effectively while maintaining high standards in daily operations and knowledge sharing across global teams.