Harry Folloder

Europe has 24 official languages, and a hiring map that has stopped working. Europe's hardest-to-staff languages are concentrated in its most expensive labour markets. Real-time voice translation can separate language from agent location, expanding the hiring map while helping customers communicate. Join to examine where translation is ready, how it's scaling multilingual operations, and how contact centres gain flexibility without creating compliance risks. 

Learning Objectives 

• Evaluate where real-time translation is ready for customer-facing use and where human support remains necessary
• Redesign language staffing models around skills, demand, and labour costs rather than location
• Assess the identity, transparency, and compliance controls required for synthetic audio 

Key Takeaways 

• Understand where real-time translation is ready for customers today, and where it is not
• How translation changes the contact centre hiring map
• How EU AI Act transparency rules apply to synthetic audio in live customer calls 

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.  

• 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 

• 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