Illustrative scenario. Figures are modelled on typical Omnifys deployments and are not drawn from a named client engagement.
The challenge
A company supporting customers across 12 language markets offered support in English only, or through slow outsourced partners for major markets. Non-English customers had noticeably worse resolution times and satisfaction scores.
What Omnifys deployed
- Real-time translation in both directions during support conversations
- Terminology consistency maintained across languages
- Native-language self-service content generated and reviewed
- Escalation to a native speaker where nuance matters
Agents used: Self-Service Chat Agent, Knowledge Answer Generation Agent, Sentiment Analysis Agent.
Results
- 12 — languages supported by one team
- Parity — in resolution time across all languages
- 29% — improvement in non-English satisfaction scores
- 0 — additional headcount
Why it worked
Non-English customers had been receiving a measurably worse service. Closing that gap mattered more than the cost saving.
Explore this for your business
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