Can One AI Agent Answer Phone Calls, WhatsApp and Website Chat in 50 Languages?

Short answer: one agent can answer phone calls, WhatsApp, website chat and Telegram, with one memory of each customer. On phone calls it speaks 50 languages, including English with British and American accents, Arabic, Spanish, French, German and Hindi. Written replies on WhatsApp, chat and Telegram cover 37 languages, including all 22 scheduled Indian languages. Most languages work on every channel; a few, such as Arabic, are voice-only today.

Why one agent instead of one per channel

Customers do not stick to one channel. They call, then send a photo on WhatsApp, then ask a question on your website. Separate bots for each channel answer the same question three different ways and forget the customer each time. One agent gives the same answers from one knowledge base, and recognises a customer across channels by phone number.

The languages

• Phone calls, 50 languages: English (British and American accents), Arabic, Spanish, French, German, Italian, Portuguese, Dutch, Polish, Russian, Ukrainian, Turkish, Greek, Hebrew, Persian, Urdu, Hindi, Marathi, Tamil, Bengali, Mandarin, Cantonese, Japanese, Korean, Thai, Vietnamese, Indonesian, Malay, Filipino, Swahili, Swedish, Norwegian, Danish, Finnish, Czech, Slovak, Slovenian, Croatian, Hungarian, Romanian, Bulgarian, Estonian, Latvian, Lithuanian, Catalan, Basque, Galician, Belarusian, Mongolian and Welsh. For India, voice agents speak all 22 scheduled Indian languages with Hinglish code-switching.
• Written replies, 37 languages: English, French, German, Spanish, Portuguese, Italian, Polish, Russian, Turkish, Japanese, Korean, Thai, Vietnamese, Indonesian, Swahili and all 22 scheduled Indian languages, each in its own script.

How to set it up, step by step

1. Write one knowledge base. Your website, documents and FAQs, in whichever language you keep them. One knowledge base serves every language.
2. Choose the languages. Pin the agent to one language, give it a short list of the languages your customers speak, or let it match the customer.
3. Pick voices. Search the voice library by language, accent, gender and age, and listen before choosing.
4. Connect the channels. Your phone number (imported from Twilio, Telnyx or Plivo; in India, also bought from us), WhatsApp through the WhatsApp Business API, the website widget, and Telegram.
5. Test in each language. Call and message the agent in the languages your customers use, with native speakers where you can.

What the memory does, and what it holds back

When a customer who messaged you on WhatsApp later calls, the agent is matched to them by phone number and can say "we've spoken on WhatsApp before". It holds back what was said until the person is verified, because caller ID can be faked. Records are linked, not merged. See cross-channel memory.

When a person needs to step in

Chats that need a person land in a shared inbox, where your team takes over and the agent stays quiet. Calls can be transferred to a colleague on Plivo and Telnyx numbers (not on imported Twilio numbers).

What you need to start

A knowledge base, a number, and the channels you use. See the voice AI agent, the WhatsApp AI agent, website chat, and Indian languages for India. Plans are on the pricing page.