Intelligent Multi-Language Call Routing

Automatic language detection and routing for enterprise customer service

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🎯 TL;DR - Key Takeaways

  • • 99.2% accuracy in Romanian vs English language detection within first 3 seconds
  • • Seamless routing to appropriate AI agents based on detected language
  • • 40% reduction in call transfer time for international businesses
  • • Supports Romanian regional dialects and business terminology

🏢 Business Context

The Problem

International businesses operating in Romania struggle with language barriers in customer service, requiring manual routing and causing delays and frustration for customers.

Our Competitive Advantage

First AI system optimized for Romanian-English business environments with instant language detection and context-aware routing decisions.

⚙️ Our Approach

🛡️ Proprietary Technology - Core implementation details remain confidential pending patent applications

Real-time audio analysis combined with contextual language detection, considering both linguistic patterns and business context to make intelligent routing decisions.

Technology Stack

Real-time Audio Analysis Language Detection Call Routing Romanian Linguistics

📊 Results & Metrics

Before
Manual routing, 45-60 second delays
→
After
Automatic routing in 2.8 seconds average
95% faster language identification and routing

Key Findings

Key insight: Romanian business calls often include English technical terms. Our system learned to distinguish between true English calls vs Romanian calls with English business vocabulary.

Customer Validation

"Enterprise customers report 90% customer satisfaction improvement for international call handling"

💼 Business Impact

Product Impact

Core feature of AI-Voice platform enabling multinational companies to serve Romanian market effectively

Timeline to Market

Deployed in AI-Voice platform (July 2024)

Next Steps

🏷️ Experiment Details

Experiment ID

MLR-2024-006

Duration

July 1, 2024 → July 12, 2024

Status

completed

Research Team

  • • Language Processing Team
  • • Vladimir Iacob (Technical Lead)

Validation Method

Testing with 1000+ real customer calls across 5 multinational companies operating in Romania

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