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MidContext Live Translation Agent
MidContext Live Translation Agent solves a major challenge for companies operating across multilingual markets: customer support becomes slower, more expensive and less personal as customers and agents do not speak the same jargon. Beyond language, each generation have its unique way of talking and AI enables hyper customisation capabilities. We identified low scalable workflows, high wait times, low resolution quality and inconsistent customer experience as key pain points for companies, especially for companies scaling across Europe with different languages, accents and local expectations, and low maturity with their internal knowledge bases. Scalable globally, and also interesting to mayor incumbents that can not afford losses in their reputation. Our solution is a real-time voice translation layer between customer care agents and customers. The system captures voice input, converts speech through ASR, routes the conversation through a customer support layer, and generates natural voice responses using TTS. It does more than translate words: it preserves context, intent, tone and company jargon, while connecting to local knowledge bases and support workflows. It works today, right away in the company as it is, and help build its future enriching their local customer service knowledge base. The target users are multinational companies, customer operations teams, CCaaS providers and enterprises that need scalable multilingual support without losing the human connection. MidContext uses a glocal strategy: one global architecture, adapted to local languages, customer behaviors, policies and knowledge bases. A human-in-the-loop quality model keeps agents responsible for sensitive cases, approvals and escalations, reducing technological complexity while improving trust, resolution quality and customer satisfaction.
19 May 2026
