MULTILINGUAL CX
FABIO SATTOLO: We do see more non-English language customers using automated AI-driven interactions. But again, the key is allowing a human agent to engage first and then determine the best time to leverage the AI tools.
Engaging with customers in the language of their choice conveys respect and a willingness to go that extra mile when a customer is already experiencing frustration or some sort of service challenge.
Customer support must reposition itself as a valued service, rather than try and limit human interaction or engage with customers only in one language.
" AS AUTOMATION GROWS, BUSINESSES CAN OFFER MULTILINGUAL SUPPORT MORE EFFICIENTLY..."
-- HEATHER SHOEMAKER
HEATHER SHOEMAKER:
AI-driven interactions are shifting more towards automated customer service solutions like chatbots, IVR, and live chat, making it easier for non-English-speaking customers to access their favorite brands and consistently engage in their preferred language across channels.
This shift impacts how organizations address accessibility and customer preferences and personalization, as well as reducing reliance on live agents who may struggle with translations. As automation grows, businesses can offer multilingual support more efficiently, enhancing engagement while meeting compliance requirements like Quebec, Canada’ s Bill 96.
Brendan Read is Editor of Contact Center Pipeline. He has been covering and working in customer service and sales and for contact center companies for most of his career. Brendan has edited and written for leading industry publications and has been an industry analyst. He also has authored and co-authored books on contact center design, customer support, and working from home. Brendan can be reached at brendan @ contactcenterpipeline. com.
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