-- SALVADOR ORDORICA
MULTILINGUAL CX
BY BRENDAN READ, CONTACT CENTER PIPELINE; Q & A WITH EXPERT PANEL
CAN AI HELP SPEAK CUSTOMERS’ LANGUAGES?
AI APPLICATIONS NEED HUMANS AS BACKUPS.
The March Feature,“ Speaking the Customers’ Language( s)” touched on AI-driven automation to help engage with U. S. and Canadian non-English / non-French primary speakers through the contact center. In this article, we dived a little deeper into the potential of these new and developing tools to enable excellent customer experiences( CXs) with our expert panel. They are:
• Salvador Ordorica, founder and CEO, The Spanish Group
• Fabio Sattolo, Chief People & Technology Officer, Covisian
• Heather Shoemaker, founder and CEO, Language I / O
" AI TOOLS... FACE LIMITATIONS IN CULTURAL SENSITIVITY AND CONTEXTUAL ACCURACY..."
-- SALVADOR ORDORICA
WHAT ARE THE PROS AND CONS OF AI, AND ITS BEST( OR NOT ADVISABLE) USES WHEN ENGAGING WITH THESE CUSTOMERS? IS IT READY FOR PRIME TIME BUT IF NOT, CAN IT EVER BE PRACTICAL FOR QUALITY CUSTOMER SERVICE?
SALVADOR ORDORICA
ILLUSTRATION PROVIDED BY ADOBE IMAGES
SALVADOR ORDORICA: AI tools are growing in adoption, but they face limitations in cultural sensitivity and contextual accuracy:
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