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Self-service support in Indian languages and code-mixed speech

Handle routine inbound queries in the language and register a customer actually writes in, Hinglish and other code-mixed forms included, and pass everything else to a person with the exchange attached.

Effort
More than a few weeks
Skill level
Some technical skill
Organisation size
Mid-market
Value
Time saved, Quality

Tools named for this

  • A language-identification step ahead of the responder
  • A model that replies in the language it was addressed in
  • A handover path that carries the whole exchange to a person

What to check before you ship it in India

  • Section 5(3) of the DPDP Act 2023 gives the Data Principal the option to access the contents of the privacy notice in English or in any language specified in the Eighth Schedule to the Constitution. A bot that converses in Tamil while the notice behind it exists only in English has localised the part that was optional and not the part that is a duty.
  • Deflection is counted as whatever did not reach a person, which scores an abandoned customer as a success unless repeat contacts are tracked against the same account.

Sources

Every claim on this page traces to one of these, on the date it was read.