Customer experience in the language the customer speaks
Indian customers (and many global customers) don’t communicate in one language. They communicate in their language, often switching mid-sentence between English and a regional language. The Vihaya Engine’s CX agent is designed to handle that natively — intent classification, retrieval, response, escalation — with code-switch handling built in, in any language the underlying foundation model supports. Pre-revenue; no paid pilot has completed.
Multilingual CX FAQ
Which languages?
Day-one strong support for English, Hindi, Bengali, Tamil, Telugu, Marathi, Gujarati, Kannada, Malayalam, Punjabi, Odia, Assamese, and Urdu. Other scheduled languages work but with thinner training data — the engagement includes a language-quality assessment per channel.
Does it handle code-switching?
Yes, natively. Foundation models are trained on real Indian text where English and Hindi mix mid-sentence. The retrieval pipeline indexes original-language and an English normalisation; either query path works.
Can the agent escalate to a human in the customer’s language?
Yes. The agent’s recommendation, citations, and conversation summary are passed to the CSR in their preferred language. The CSR resumes the conversation seamlessly.
Does it work with voice channels?
Voice in is a roadmap item — currently text-first. For voice, the engagement integrates with the customer’s existing speech-to-text (Reverie, Bhashini, AWS Transcribe) and Vihaya handles the post-transcript decisioning.
Want to see this in your environment?
30-minute discovery call. We follow up with a draft SOW shortly after.
Talk to us about a pilot