Update
Oct 6, 2025
Giga Team
Contents
In customer conversations, clarity isn’t just about what’s said. It’s about being understood. As Giga agents expand to serve our global user base, we’ve been determined to always answer the following question: Can AI transcend language? That’s the idea behind agent multilinguality, every caller should be able to interact comfortably in their preferred language.
The challenge
Most customer-support systems rely on manual routing or translation layers to handle different languages. These approaches slow down response times and introduce friction, especially in real-time voice experiences.
For marketplaces like DoorDash, where every second matters, language barriers can break the flow of a delivery, an order, or an escalation. A great AI agent shouldn’t need to pause to translate. It should just understand.
What we built
Multilinguality allows agents to detect, remember, and respond in the customer’s preferred language across voice, chat, and SMS.
When a first-time caller connects, the system identifies their language and offers a quick choice. From that moment forward, every interaction happens in that language, with no prompts or transfers required.
Agents can now speak and reason across 90+ languages.
How it works
Language Identification: Real-time detection of the caller’s spoken language.
Preference Memory: The system stores each user’s language choice for future interactions.
Dynamic Routing: Calls automatically reach agents trained or optimized for that language.
Multilingual Reasoning: Giga agents can switch languages mid-conversation whenever necessary (for example, English ↔ Spanish).
Analytics and Insights: Language data is tracked across tickets, enabling multilingual reporting and performance analysis.
Why it matters
For global operations, language has always been the silent bottleneck in automation.
By removing it, Multilinguality unlocks four key advantages:
Deeper Understanding: Agents grasp nuance, intent, emotion, and context across languages, reducing confusion and friction.
Higher Resolution: Fewer transfers. Faster responses. Every call starts with comprehension, not translation.
Happier Callers: People feel understood from the first word, building trust, connection, and satisfaction across cultures.
Cultural Fluency: Our voice models adapt to regional accents and tone, making every interaction feel local and human.
Multilinguality is part of a broader vision for adaptive voice intelligence, systems that listen as well as they respond.
As Giga agents continue to learn across new markets and domains, we’re building toward a world where customer experience is defined not by where you are or what language you speak, but by how quickly you’re understood.
