Use Case: Multilingual Support Verification for Global Customers Industry:

Financial Services

Scenario: Ensuring accurate language handling in international support queries.

Business Challenge:

Global financial firms serve diverse customers but struggle with language barriers in support, where miscommunications can lead to errors in account handling, compliance violations, or lost business. Reps without verification tools may proceed in mismatched languages, causing misunderstandings, repeated calls, and heightened risk in regulated interactions like fraud disputes. This inefficiency drains resources, frustrates customers, and exposes the company to repetitional damage in multicultural markets.

Solution Using Co-Pilot InApp Guidance:

Co-Pilot detects query language via integrated fields or AI hints and enforces a verification workflow before proceeding. Upon case creation, it pauses the screen with a language selector overlay, requiring the rep to confirm customer language and their proficiency level. If mismatched, it suggests translation tools or escalates to a bilingual specialist. Confirmation unlocks the full case view and logs the session for quality assurance. This safeguards accuracy in global support. Features include:

• Auto-detection trigger based on customer location or query keywords.

• Proficiency checklist with options like "Proceed with Translation Aid" or "Escalate to Specialist."

• Detailed audit record: rep language confirmation, tools used, interaction duration, and outcome notes, in a locked custom object. Co-Pilot ensures seamless, compliant multilingual support, reducing errors by 50% and enhancing global customer loyalty.