In a globalized economy, "language access" is often treated as a logistical checkbox. But for a customer, being able to speak their native language isn't just a convenience. It’s a matter of feeling seen, heard, and respected. And for businesses it can drive loyalty and a positive impact on the bottom-line.

The data tells a clear story: Research from CSA shows 76% of consumers prefer buying products with information in their native language, and 68% prefer speaking with a company in their native language. Intercom reports that 29% of businesses have lost customers due to poor multilingual support. When a customer reaches out and meets a language barrier, the friction creates more than just a long wait time; it creates a sense of exclusion, meaning they buy less or choose competitors.

CallMiner understands these realities first-hand. We have years of proven deployments across markets and languages. CallMiner OmniAgent is actively interfacing with customers in 29 countries, communicating in over 30 languages. We’ve helped enterprises bridge language gaps at scale, improving customer outcomes and operational efficiency worldwide.

For the modern enterprise, the challenge is no longer if you can support multiple languages, but how seamlessly you can do it at scale. Here is how the landscape of global customer experience (CX) is evolving from "translation" to true "connection."

Three pillars of proven global CX, already at work

1. Real-time translation: The end of the "hold for interpreter" era

When customers try to do business with a brand in a language that isn’t their own, they face one of three situations: If they’re fortunate, the brand has agents who speak their language—though these teams are often understaffed, causing long waits and reduced availability. Sometimes, an interpreter can join the call, but this adds delays. If neither is available, customers must struggle through the conversation with limited language skills.

The shift to fluidity: Imagine an environment where an agent in Manila can speak naturally with a customer in Prague, each speaking in their native tongue. CallMiner LiveTranslate instantly translates voice conversations as they happen so agents can communicate naturally with customers in any supported language.

• Customer experience impact: Customers receive nuanced, empathetic support for complex issues, from humans, in their own language, with no waiting for specialized agents or interpreters—leading to quicker resolution, creative problem solving, and higher satisfaction.
• Business impact: Businesses reduce costs by eliminating the need for multilingual staff or interpreters and can scale to new languages without specialized hiring or complex scheduling. Contact center agents avoid the frustration of understandability issues and can effectively communicate with empathy – humans supporting humans.
• Proven reach: CallMiner pioneered real-time voice translation, first announcing LiveTranslate in 2023 (under the VOCALLS brand). LiveTranslate has been embraced by multiple global partners and BPOs, supporting leading manufacturers and major consumer brands worldwide.

2. Unlocking self-service with multilingual AI agents

Automation of customer service agents provides another avenue for better supporting customers who don’t share your business’ native language. Customer service is increasingly moving toward self-service, but that journey often breaks down for less common, more complex languages where training data and AI models are less available. True global reach means supporting the "underserved" languages with the same sophistication as English or Spanish.

Language at scale: Providing effective global customer support requires AI agents with extensive multilingual capabilities and high accuracy. CallMiner OmniAgent allows businesses to design a high-quality customer journey and leverage that journey across any language.

• Customer experience impact: Customers receive instant, 24/7 self-service that resolves routine inquiries in their native language with zero wait time or navigation of tedious IVRs. This provides a frictionless and highly efficient experience any time of day.
• Business impact: Serve customers anywhere in any language, scaling instantly with 24/7 availability. Achieve consistent service and brand voice across all markets and eliminate high costs and logistical effort of recruiting, attrition, and scheduling. Improve job satisfaction of your human workforce, as they focus on interactions that require more nuanced skills and empathy.
• Proven reach: CallMiner OmniAgent is currently having conversations in dozens of countries and languages, including regions with complex linguistic diversity like Czech, Slovakian, and Hungarian, demonstrating genuine multilingual capabilities in real-world settings.

3. Hearing the "global whisper": Language-agnostic analytics

Data is only valuable if you can understand it. If a company can only analyze its English-speaking interactions, it is essentially flying blind in every other market.

Alternatively, they may be required to hire multilingual analysts or individual analysts for each region. The net result is high effort, high cost, or missing the opportunity to drive global improvements to contact center performance and customer experience.

Intelligence without borders: CallMiner’s conversation intelligence platform is language-agnostic, classifying intents and extracting insights from all interactions. This means the system doesn't need to "translate" a call into English before it can tell you that customers in Brazil are frustrated with a specific shipping delay.

• Customer experience impact: Issues in non-English conversations don’t go unnoticed or take weeks to surface. Whether it’s a surge in complaints in one region or a spike in loyalty in another, language-agnostic analysis ensures every customer voice is heard and acted upon.
• Business impact: With CallMiner’s language-agnostic analytics, there’s no need to hire separate multilingual analysts or spend valuable resources translating conversations before they can be analyzed. You gain unified, global insight by viewing customer experience trends from all markets within a single dashboard. This streamlined approach means you can quickly move from identifying issues to taking action across regions and languages, reducing effort and enabling faster resolution.
• Proven reach: CallMiner currently analyzes customer interactions worldwide, from Canada to Japan to South Africa, in a range of different languages and dialects. These include calls, chats, emails, text messages, online reviews, and other types of feedback. This broad analysis strengthens voice of the customer initiatives and boosts frontline performance for our global clients, enabling faster decision-making and a more unified CX strategy.

Why maturity matters: The CallMiner advantage

While AI provides the technological bridge for global systems, its true value is measured by its resilience in complex, real-world scenarios. CallMiner’s CX automation solutions were forged in the uniquely challenging linguistic landscape of Central Europe, a high-density region where diverse, complex languages and limited training data demand more than just standard translation. By mastering these difficult "proving grounds" first, we’ve built a battle-tested platform that now scales globally, turning language complexity into proven operational impact.

• Innovation leader: Virtual agents since 2017, first to market with real-time translation, and speech analytics / conversation intelligence industry pioneer.
• Broad global footprint: Live, active AI agent conversations in over 30 languages (and growing), from common languages to complex dialects.
• Full solution stack: Real‑time translation + multilingual virtual agents + agent assistance + language‑agnostic analytics.

We believe that multilingual AI isn’t just about understanding words. It’s about removing the barriers to connection. When you remove the friction of language, you don’t just improve customer experience, you expand the boundaries of your business.

The world is getting smaller. Is your CX keeping up?

Contact CallMiner to see how we can assist with your global or regional customer engagement needs.