Amit Naikdalal

Operations Data, AI, Innovation, Managing Director Accenture Song

Summit Day One - Tuesday, 6th October 2026 [CET]

14:35 Masterclass: Reshaping Multi-Lingual Customer Service with Human and Agentic Operations

Customer service in Europe is uniquely complex with multiple languages, markets, regulatory environments, and customer expectations. Human and agentic operations can fundamentally reshape how service is delivered across languages, markets, and channels. Explore how conversational AI, real-time language translation, and agentic architectures unlocks new levels of customer experience, transforming the economics of multi-lingual customer service in Europe, and simplifying how service is delivered at scale.

Learning Objectives

Explore how AI-powered translation and agentic AI are reshaping multilingual customer service
Examine how organisations are overcoming language barriers while maintaining a strong customer experience
Understand how human and agentic operations can simplify and scale service across languages, markets and channels

Key Takeaways

Examples of how organisations are using AI to deliver multilingual customer service
Approaches to balancing human expertise with AI-powered translation and agentic operations
How multilingual service models can improve efficiency, scalability and the economics of customer service

Check out the incredible speaker line-up to see who will be joining Amit.

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