consumer services
Build Multilingual Support Voice AI Agent
Provide English and Spanish support with an voice AI agent that asks for the caller's language preference, troubleshoots common issues, and escalates when needed. Start building in Mission Control with usage-based pricing.
introduction
What this voice AI agent does
The Multilingual Support Agent template creates a bilingual inbound AI agent for English and Spanish customer support calls. It asks callers which language they prefer, stays in that language, troubleshoots common device issues, and transfers unresolved cases to a human support specialist.
Designed for teams serving English and Spanish-speaking customers, this template helps reduce hold times without requiring bilingual staff on every shift. This page is scoped to the English and Spanish support flow available in Mission Control today. Teams can customize the agent if they expand to more languages later.
The template comes pre-configured with multilingual voice and transcription settings, a support organization dynamic variable, and an escalation tool for unresolved issues.
features
Core components of the Multilingual Support agent
English and Spanish support
Asks which language the caller prefers and continues in English or Spanish based on the response.
Level 1 troubleshooting
Handles common support issues such as power, Wi-Fi, charging, pairing, setup, and escalation.
Human escalation and custom support scope
Transfers unresolved issues to a senior support specialist with context from the call. Lets teams update supported topics, policies, and escalation rules in the agent instructions.
how to
Build and deploy your agent in 5 easy steps
time
5 minutes
pre-requisites
A Telnyx account with a phone number.
Step 1 of 5
1. Select the template
Sign in to your Telnyx account. Navigate to AI Assistants, click Create New Agent, and select Multilingual Support Agent from the Multilingual category.
2. Set organization details
Update the organization name dynamic variable and customize the greeting for English and Spanish callers.
3. Build support content
Add your product information, common troubleshooting steps, escalation policy, and approved answers.
4. Configure escalation
Set the transfer destination for issues that need human attention. If you have bilingual teams, route accordingly.
5. Test both languages
Run test calls in English and Spanish to verify language preference handling, response quality, and escalation routing.
Hello, thank you for calling. I can help in English or Spanish. Which language do you prefer?
tips and insights
Multilingual Support voice AI best practices
Keep the language scope clear
Publish the page as English and Spanish support unless the template is expanded and tested for additional languages.
Publish the page as English and Spanish support unless the template is expanded and tested for additional languages.
Test with native speakers
Have English and Spanish speakers test troubleshooting flow, tone, and escalation quality.
Have English and Spanish speakers test troubleshooting flow, tone, and escalation quality.
Route by language if needed
Configure transfers to bilingual support teams when human escalation is required.
Configure transfers to bilingual support teams when human escalation is required.
