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Client Overview
Industry
Financial Services
Company Size
Not Disclosed
Region
United States
Solution/Product Used
360 CTI AI Connect — Real-Time Call Translation inside Salesforce
How Salesforce AI Call Translation Helped a U.S. Financial Firm Serve 30% More Multilingual Clients
A U.S.-based financial services provider needed a better way to manage multilingual customer communication across banking and lending workflows. Reliance on interpreters, multilingual staff, and external tools was slowing response times, delaying loan servicing, and in some cases pushing multilingual clients toward competitors who could communicate in their language immediately.
With Salesforce AI Call Translation powered by 360 CTI, the team enabled real-time call translation during live customer conversations inside Salesforce. This helped agents communicate more clearly, reduce language-related delays, and improve service quality across multilingual interactions.
In this case study, you’ll learn how we:
- Enabled real-time Salesforce live call translation for multilingual banking and lending conversations
- Helped agents serve 30% more multilingual clients without adding bilingual headcount
- Cut average response time on multilingual loan and banking inquiries
- Reduced reliance on external interpreters and multilingual staff scheduling
- Improved loan servicing speed by giving agents clear caller context during translated conversations
- Logged translated call summaries and follow-up details directly in Salesforce after each interaction