Customer support
Bilingual AI Answering: What to Test in English and Spanish
Suppose a visitor asks in Spanish for a callback tomorrow morning. Can the assistant understand the request, confirm a time, and pass it to your team correctly? Include everyday requests like this when you test answering in English and Spanish.
By nexTalker ·
Verify language support for the channel you will use
NexTalker's website chat supports English and Spanish. For phone calls, check the language settings for your voice agent and test the languages you plan to offer. Review each channel separately so you know what customers can expect.
Ask a fluent speaker to help with the tests. Use the words your customers use for locations, properties, and common requests. Check whether the assistant understands them and gives an answer that sounds natural.
Test comprehension and corrections
Ask the same question in both languages, then try a different way of saying it. Correct an address, phone number, or callback time and check that the correction is saved. Switch languages halfway through a conversation to see how the assistant responds.
Compare the answer with your business information, then look at the saved details. A natural-sounding response still needs to get the address, request, and callback time right.
Test the path to a person
Ask for a person using the phrases your customers would use. Test when a teammate is available and when a callback is needed. Check that the receiving team can help in the language the customer expects.
- A routine question and an ambiguous request in each language.
- A correction to customer or location details.
- A human request phrased naturally, without a special keyword.
- A callback request with a time zone or relative time.
- A fallback message that honestly explains the next step.
Keep source conversations available for review
Read the conversation alongside the saved contact details and callback request. Have the person who will follow up check whether anything needs translation or clarification. Review a few early customer conversations to find wording or questions you should adjust.
NexTalker keeps chat history and follow-up work in the same customer workspace. Use that history to help the teammate picking up the request understand what the customer has already said.
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