Speak Easy, Serve Globally: Harnessing Real-time AI Language Interpretation for CX Excellence

AI is rapidly redefining how enterprises manage customer interactions, particularly in the context of language diversity across global markets. Traditional language translation methods, such as human interpreters or multilingual agents, have long posed challenges due to high costs, inefficiencies, and inconsistent service quality. AI-driven tools offer a scalable, accurate, and cost-effective alternative, enabling enterprises to serve customers in their preferred languages. The report explores how AI-powered language interpretation is delivering seamless, multilingual Customer Experiences (CXs) at scale.

With survey insights from 100 respondents, which includes enterprises, IT BPOs, GSIs, and Customer Experience Management (CXM) providers, the report highlights current adoption trends, enterprise readiness, and use cases. It also addresses strategic priorities, including the shift toward low-cost delivery regions and AI’s role in supporting a linguistically diverse workforce without relying on native-language agents. The report also outlines challenges and concerns from the lens of both enterprises and providers. Moreover, it positions AI-powered language interpretation as a key global CX transformation enabler, offering enterprises a practical roadmap to enhance customer engagement, operational efficiency, and market reach in an increasingly connected and multilingual world.