When developing virtual agents, our plans often center around channels and devices. Should our chatbot be available on our website, over SMS or embedded in an app? Should the chatbot be accessible on a PC, a mobile device, the telephone or a smart speaker?
But language – the ability for a user to talk to a virtual agent in their native tongue – can be even more fundamentally important to the user experience. Providing multi-lingual resources on websites and printed material may be driven by customer demand, cultural norms or legal necessity. It always gives your users a felt sense that you are engaging with them genuinely. When we speak a customer's language, we foster their loyalty by showing that we care.
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