Handles repetitive support across multiple languages with approved localized knowledge.
Activation complexity
High
Time to activate
14-28 days
Volume share
15-30% of role volume (varies by market mix)
Impact range
20-40% uplift
Inherited pricing
€0.30 – €0.90 per ticket handled
This capability shares the Support Agent's metered unit. A ticket handled is counted once at the role level regardless of which capability handled it. Adding this capability to an active deployment does not change the per-action price.
What this capability handles
Multilingual Coverage lets the Support Agent serve every language your customers use without fragmenting the support team. The agent detects language, interprets intent, answers from approved localized knowledge where confidence is high, and escalates sensitive cases with a language note attached.
Workflow summary
Detects language, interprets intent, uses approved multilingual knowledge, escalates sensitive cases.
Stages
Decision logic
Balances language confidence, policy coverage, and case sensitivity before answering.
Systems and data
{"help desk","knowledge base",CRM}
{"user language","message text","localized knowledge","customer status"}
Exceptions & human handoff
Low-confidence translation or policy-sensitive requests route to human review.
Low translation confidence, dialect uncertainty, policy-sensitive topic.
Readiness
Multilingual knowledge coverage, translation quality standards, language ownership model.
Owner on client side · Head of Support
Impact contribution
20-40% uplift in multilingual ticket handling, higher in EU and global businesses.
Primary KPI · Multilingual ticket coverage · 20-40% uplift
Prerequisites
Activating Multilingual Coverage in production requires the following capabilities to be live first. Ordering matters — routing and classification quality propagate.
The chat opens with Support Agent and Multilingual Coverage pre-selected. You can add other capabilities during the conversation.