Multilingual AI Customer Service
iRPLY supports customer enquiries in English, Bahasa Malaysia, Chinese and other supported languages. It detects the customer’s language and uses approved business knowledge to support the answer, without requiring a manual language selector.
One knowledge base, different customer languages
Maintain accurate product facts, service details and policies in a governed knowledge base. Language support helps customers ask naturally while your team manages the information behind the response.
Test how your customers actually speak
Include short messages, spelling variations and mixed-language questions in validation. For example: “Boleh delivery to Penang?” Test whether the answer preserves the approved delivery policy, rather than assuming every phrasing will work equally well.
Protect important details
Check prices, dates, locations and policy wording in each language you intend to support. Have a fluent reviewer validate important customer journeys. When information is missing or a request needs judgement, use a clear escalation path.
Human handover across languages
Agree what information your team needs when taking over. Configured handover can pass the conversation context to a person; the language and availability of human support depend on your staffing.
Common questions
Does multilingual support guarantee perfect translations?
No. Validate the language combinations, terminology and customer questions relevant to your business. AI answers can be incorrect, especially when the source information is incomplete or ambiguous.
Can customers use Bahasa Malaysia and English together?
Include mixed-language questions in your implementation tests. iRPLY detects customer language, but the actual combinations and business terminology should be validated before launch.