Profile
Expanding into Germany or Belgium usually means the same questions, in a language nobody on your team speaks.
The Multilingual Helpdesk answers in the customer's language, from the same sources your Dutch team uses.
Where you have no human cover, that is a choice with consequences. So we agree up front which languages you genuinely serve and what happens when the conversation goes further.
What it does, step by step
- Detect the languageFrom the message itself, not from the country of the IP address.
- Find the answerIn your knowledge base, whatever language it is written in.
- Reply in the customer's languageWith the source attached and in a tone that suits your brand.
- Respect the limitsLanguages you do not serve get an honest message rather than a poor answer.
- Hand over with a translationWhen it goes to a person, the translated context goes with it.
Works with these systems
Zendesk- Freshdesk
- Help centre
SharePoint
Confluence
Is your system not listed? We can connect any system, even if there is no standard integration. View all integrations.
What runs automatically and what does not
You stay in control.
Not every decision should be made automatically. For each workflow, we set out:
- What can happen automatically.
- What is put forward for approval first.
- When a person is brought in.
- What information is stored.
- How actions are logged.
Is this a fit for your organisation?
A good fit if
- Online stores and businesses that sell across borders.
- Organisations with customers in several language areas and one support team.
- Situations with lots of similar questions in different languages.
Less of a fit if
- Legally or medically sensitive communication in a foreign language.
- Languages for which you have no human fallback at all.
What it can deliver
- Customers who get answers in their own language.
- One knowledge base instead of a translated copy per country.
- Insight into which languages have enough volume to justify hiring someone.
Directions, not promises. As soon as there is evidence from a client project, it will appear here as a substantiated result.
Frequently asked questions
In which languages can an AI employee answer customer questions?
Technically, in almost any common language. The real question is a different one: which languages do you actually want to serve? Answering in a language where nobody can take over when things go wrong is a risk you should take deliberately.
Does our knowledge base need translating?
No. It can answer in German from a Dutch knowledge base. For brand-sensitive copy and legal wording we do recommend a fixed translation, so it does not come out slightly differently each time.
How do you stop a translation changing the meaning?
By using fixed, translated texts for sensitive topics such as terms and warranty, rather than free translation. Which topics those are, we decide together.
What happens if the customer keeps asking in a language we do not speak?
It hands over to a person and sends a translated summary along, so your team member can carry on in Dutch with what was asked.
How to put this to work
- 1A short callTogether we look at your process and your systems, and whether this task is the best place to start.
- 2Set up on your rulesIntegrations with your own systems, and agreeing what may run automatically and what a person approves.
- 3Measure and adjustFirst alongside your team, only then on its own. We look at what it delivers and adjust.