Multilingual Support Triage Agent
Detects the language of incoming support requests, translates and classifies intent, and routes each ticket to the right language-qualified agent or automated flow.
Support teams serving global customers today rely on a small pool of bilingual agents or third-party translation tools bolted onto the ticketing system, causing non-English tickets to sit in queue far longer than English ones while dispatchers manually figure out which agent speaks the right language
Machine-translated tickets routed without context often get misassigned to the wrong team, and nuance like urgency or sentiment is frequently lost in translation, leading to escalations that could have been avoided
Some regions end up under-served entirely because there's no reliable way to staff every language around the clock
The agent triggers on every new ticket, chat, or email regardless of channel. It performs language identification, then uses a translation-tuned LLM to produce an English working translation alongside the original text, preserving idioms, urgency cues, and sentiment markers rather than a literal word-for-word conversion. It classifies intent and priority using the translated content, checks agent language-skill records in the workforce management system, and routes to the best-matched available agent or an automated deflection flow if the intent matches a self-service resolution path; outbound replies are back-translated and flagged for native review when confidence is below threshold.
Detect Language and Translate
- Run language identification on the incoming ticket, chat, or email text
- Generate a context-preserving translation into the support team's working language
- Retain the original text alongside the translation for reference
- Flag mixed-language or code-switched messages for special handling
Classify Intent and Urgency
- Extract issue category and intent from the translated content
- Score urgency based on sentiment, keywords, and stated impact
- Detect region-specific context such as local regulations or holidays affecting the request
- Attach classification metadata to the ticket record
Route to Qualified Resource
- Query agent language proficiency and availability from workforce management system
- Match ticket to the best available language-qualified agent or team
- Route matching self-service intents to the localized help center article instead
- Escalate immediately if no qualified agent is available within SLA window
Support Outbound Response Quality
- Translate agent-drafted responses back into the customer's language
- Score translation confidence and flag low-confidence responses for native-speaker review
- Preserve tone and formality conventions appropriate to the target language and region
- Log final sent response and translation confidence to the ticket history