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A support desk that
answers in two languages.
A growing Canadian SaaS company was buried in repetitive tier-1 questions, in English and French. We deployed an AI assistant grounded in their own help docs that answers instantly in both languages and hands the hard cases to a human with full context.
The challenge
Two languages, the same questions, all day.
A small support team was answering the same handful of questions over and over — password resets, billing, setup — in both official languages. Volume grew with the customer base, but headcount couldn't keep pace.
Response times stretched into hours, French queries waited longer for a bilingual agent, and the team had no time left for the genuinely complex tickets that actually needed a person.
Our approach
Answer from their docs, never invent.
We grounded the assistant in their own help centre and policies using retrieval, so every answer is drawn from approved content with the source attached — not a model guessing on its own.
Just as important, we designed the handoff first. The assistant knows the limits of what it should answer, and escalates to a human the moment a question falls outside them, carrying the full conversation across.
What we built
An assistant that knows when to step back.
Detect language and intent
The assistant recognises whether the customer is writing in English or French and replies in kind, then works out what they're actually asking.
Retrieve from the knowledge base
It searches the indexed help docs and policies, pulls the relevant passages, and grounds its answer in them rather than guessing.
Answer with the source
The customer gets a clear, instant reply in their language, with a link to the article it came from so they can read more.
Hand off to a human
When confidence is low or the topic is sensitive, it routes to the right agent with the full transcript and a short summary attached.
Learn from the gaps
Unanswered questions are logged so the team can add a doc, and coverage keeps improving week over week.
The outcome
The team handles the hard ten percent.
More than six in ten tier-1 questions are now resolved without a human, instantly and in the customer's language. French queries no longer wait for a bilingual agent to come free.
Satisfaction scores held steady because the assistant answers from approved content and hands off cleanly when it should. The support team finally has room for the complex, high-value cases that need real judgment.
Built with
Start here
Stop answering the same question twice.
We'll show you how a grounded, bilingual assistant could deflect your repetitive tickets — and where the human handoff belongs. A 30-minute call, in English or French.