It speaks the caller’s language.
The greeting offers English, Armenian and Russian. As soon as the caller picks one, or simply starts speaking it, the agent switches and stays there.
← All work
Multilingual AI Call Center
Developed for a client running a cultural education programme: a phone agent that answers at any hour in English, Armenian and Russian, registers callers and logs every call to a CRM.
Client: Cultural education programme
Challenge
The programme takes calls from parents and participants across the United States, at any hour, in English, Armenian and Russian. Every answer about eligibility, classes, fees and the competition has to match what the organisers have actually decided, and some details were still open when the line went live. A wrong promise on the phone is worse than no answer.
Our approach
For this client we built a voice agent that answers the programme’s phone line around the clock. It greets callers in three languages and switches as soon as they do. Its answers come from a knowledge base of approved facts that is always in context; anything outside it, or still undecided, gets an honest “not confirmed yet” and a callback request rather than a guess. When a caller is interested it collects registration details, and it declines card numbers and other sensitive data. After each call, structured data, an outcome and three quality checks are added to a shared sheet the team uses as a CRM, with a dashboard and a live list of open callbacks. Scripted tests in all three languages are re-run after every change to the facts.
How it works
It never invents an answer.
Answers come from a knowledge base of approved facts that is always in context. Anything outside it, or not decided yet, gets an honest “not confirmed” and a callback request.
The team gets a CRM, not recordings.
Each call is turned into structured data, an outcome and three quality checks, and added to a shared sheet with a dashboard and a live list of open callbacks.
One call, start to finish.
A sample call as the agent handles it: a question it can answer, one it must not, and a registration. What the caller hears is on the left, and what the team gets is on the right.
- AgentEN
Hello, you’ve reached the programme line. Would you like English, Armenian or Russian?
Shown in English. The call itself continues in the caller’s language.
What the team gets
- Language
- —
- Unresolved question
- —
- Callback requested
- —
- Participant
- —
- Caller’s number
- —
- Outcome
- —
Quality checks
- No invented information
- No unauthorised commitments
- Correct next step