Meet your
new
Multilingual
Support
Professional.
A digital support professional who handles voice and chat in any language —
transcribing in real time, interpreting intent,
retrieving accurate answers, and responding in the customer's preferred language.
The same speed and accuracy in Arabic as in English,
at any volume, at any time.
-The Problem
Language barriers should not
determine
the quality of service a customer receives.
Institutions serving multilingual markets face a structural challenge:
consistent quality across languages requires either large multilingual agent teams —
expensive and hard to scale —
or accepting that customers in some languages receive slower,
less accurate service.
Multilingual staffing is expensive
Maintaining qualified agents across multiple languages requires significant investment in recruitment, training, and scheduling — with utilisation that fluctuates unpredictably by language and time zone.
Language routing extends wait times
Routing queries to the right language agent increases wait times — particularly for less commonly spoken languages where fewer agents are available at any given time.
Quality is inconsistent across languages
Agent availability, training depth, and knowledge familiarity vary by language — creating measurably different service experiences depending on which language a customer calls in.
Translation under pressure introduces errors
When translation is involved — live or post-call — accuracy suffers under time pressure, creating misunderstandings on matters involving policy, product terms, or account information.
50%
3×
40%
Low
Average handling times across all languages
Quality regardless of language
Consistent
↑ CSAT
customer satisfaction scores
of broker admin time is
coordination overhead
longer quote cycles
when follow-ups
are manual
of RFQs experience at
least one missed
carrier response
A digital professional
who speaks
every
customer's language at the same quality.
The Zentis Multilingual Support Professional processes voice and chat in any language —
transcribing in real time, classifying intent accurately,
retrieving knowledge base responses,
and delivering answers in the customer's preferred language with appropriate tone and register.
Low-confidence or complex interactions are routed to human agents
with full summaries so agents continue without context loss.
-The Solution
-What It Does
From query in any language to
resolved — accurately and instantly.
From the moment an RFQ is raised to the moment all carrier responses
are received and compared — every step owned, every action logged.
Transcribes voice in real time
Converts voice queries to text in real time across any supported language — without routing to a language-specific queue first.
Classifies intent across languages
Identifies query intent accurately from any language input — applying the same precise resolution pathway regardless of which language the customer uses.
Retrieves knowledge base responses
Returns accurate, policy-aligned answers regardless of the language the query arrived in — consistent information, every time.
Responds in the customer's language
Delivers answers in the customer's preferred language with appropriate tone and register for the regional and cultural context of each interaction.
Escalates with full context
Routes complex cases to human agents with a complete interaction summary — so agents can continue without asking the customer to repeat themselves.
Consistent quality at any volume
The same service standard across all languages, at any volume, at any time — without the utilisation constraints of multilingual agent teams
-Expected Impact
What changes when every customer is served in their language — equally well
Measurable outcomes from day one of deployment.
Average handling times No language routing delays
Low
Zero
↑CSAT
Quality across all languages Same standard, every language
Customer satisfaction scores Served in their language, first time
Call centre operating costs Scale without scaling headcount
↓ 35%
Enterprise-grade by design
-Security & Compliance
Deviprasad Thrivikraman · Managing Director, Zentis AI
30+ years in global BFSI operations
30+ years in global BFSI operations
Purpose-built for regulated industries with security and governance
requirements built in from day one.
SOC 2 Certified
GDPR Compliant
BCBS 239 Ready
On-Premise Deployable
Air-Gapped Environments
LLM-Agnostic
Cloud-Agnostic
Full Audit Logging