How did a global consumer electronics giant blend AI with human talent to deliver round-the-clock multilingual tech support?

As the client’s partner for over two decades, Foundever^® proposed consolidating current European CX delivery for all related lines of business within a single multilingual hub in Egypt to better manage costs and provide greater latitude for scaling operations, including access to talent.

Europe is a huge and hugely diverse market, and a challenge that many organizations can encounter when attempting to build near- or offshore multilingual services is in delivering a service that genuinely speaks the customer’s language.

Over decades, Foundever has refined an approach to ensuring team members are culturally as well as linguistically fluent. This involves the integration of cultural training into both the agent onboarding and ongoing development processes. Agents constantly develop their ability to communicate effectively across different European cultures so that they can make genuine connections with customers rather than relying on generic or scripted responses.

Feedback loops and continuous agent and client input are used to refine cultural awareness and provide a tailored customer experience. And this is in addition to weekly coaching and quality reviews.

To measure and improve performance, customer feedback was integrated into operations to quickly address issues and use data to drive improvement. All processes were standardized across operations, and CX delivery was benchmarked against historical KPIs and targets to ensure consistency.

To address the biggest single challenge of delivering 24-hour native language support — the availability of human resources — Foundever deployed an AI-powered translation solution, trained to reflect the brand’s tone of voice as well as the cultural nuances of each supported language.

During traditional business hours, multilingual agents serve customer needs via phone or online chat. At other times of the day, the translation solution provides the support so that English-speaking agents can continue to provide real-time support via online chat. This flexible approach eliminates issues around staffing and workforce management while ensuring rapid and accurate service regardless of a customer’s language or the time of day.