For enterprises serving customers in various countries and regions, multilingual Virtual Agents are a powerful means to bridge the linguistic barriers with automated support. But designing cross-language service flows is one thing, ensuring that your bots intuitively understand which language to put into action is another.

How can conversation designers and bot-builders create a smooth and effortless multilingual customer journey at scale?

That’s where automatic language recognition comes in. Simply put, it processes customers’ responses and triggers your Virtual Agent to seamlessly transition to and converse in the language that they speak. If you are developing voice self-service with Cognigy.AI, you can leverage this functionality in the Voice Gateway.

With the language recognition output, there are several approaches you can take to make multilingual voice service a reality, including:

  • Automatically changing the STT and TTS language based on the defined parameters
  • Automatically switching the locale of the Virtual Agent
  • Setting the language for automatic translation  

Watch the video below to see friction-free multilingual voice experiences in action with Cognigy.AI.


What goes into the configuration?

For a step-by-step guide on how to set up language recognition for voice automation, refer to our Help Center Article here.

Bonus tip: Besides language detection, the same experience can also be emulated using Cognigy.AI’s Real-Time Translation with the help of a Translation Provider. Visit our documentation to learn more.

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