Global Support, Local Feel: AI Agents in Action

Introduction

TechTrend Innovations, a mid-sized SaaS company offering project management tools, was expanding from North America into Europe, Asia, and Latin America. With 20,000 users and counting, they needed to support customers in regions like Germany, Japan, and Brazil. Support lead Alex R. saw this as a chance to build trust in new markets—but only if they could deliver fast, multilingual service without ballooning their budget.

The Challenge

Their five English-speaking agents couldn’t handle the influx of non-English inquiries, which spiked to 300 weekly as the expansion rolled out. Wait times hit 24 hours, and satisfaction in new markets lagged at 60%. Hiring multilingual staff would cost $100,000+ per year, and training them on niche product details would take months. Alex needed a scalable, immediate way to offer empathetic support in 10+ languages.

The Solution

TechTrend deployed ConverseAI to bridge the gap. They:

• Trained AI agents on product docs and FAQs, supporting 100+ languages and accents like German, Japanese, and Brazilian Portuguese.
• Cloned their brand’s voice with Voice Customization for a consistent, professional tone across calls and chats.
• Enabled IVR & Call Support, routing simple queries to AI and complex ones to humans.
• Tracked performance via Call Logs and Recordings, refining responses based on sentiment and resolution data.

“ConverseAI made us feel local everywhere. Customers in Tokyo or São Paulo get the same great service!” ~ Alex R., Support Lead

The Result

Support scaled seamlessly, cutting wait times by 50% (from 24 hours to 12). Satisfaction in new markets jumped to 85%, and retention rose by 20% as customers felt heard in their native languages. The company avoided $90,000 in hiring costs, and Alex’s team gained breathing room to focus on product feedback and upsells.

Metrics

• 50% wait time reduction (24 to 12 hours).
• 20% retention increase in new markets.
• 85% satisfaction rate across 10+ languages.
• $90,000 saved on staffing.

Key Features Used

• 100+ Languages & Accents: Covered all target markets.
• Voice Customization: Unified brand experience.
• IVR & Call Support: Efficient call handling.
• Call Logs and Recordings: Continuous improvement.