A Global Meal Kit Company Transforms Multilingual Customer Support with AI

Food Delivery

15,000+ employees

Europe

See how a leading meal kit provider partnered with Mplus to modernize multilingual customer support enabling real-time AI translation capabilities that improved translation quality, accelerated agent performance, and enhanced customer experience across multiple European markets.

90%+ translation accuracy

Rapid issue resolution through close operational collaboration

6 new languages supported

Challenges

Delivering consistent multilingual customer support across several European markets required accurate, natural, and reliable translations during customer interactions.

The organization was looking to improve the quality of AI-assisted translations while ensuring the solution could support multiple languages effectively within existing customer service workflows.

Key challenges included:

Improving translation quality and conversational accuracy
Delivering more natural multilingual customer interactions
Supporting multiple European languages through a single AI-powered solution
Ensuring consistent customer experiences across different markets
Resolving implementation challenges quickly through close operational collaboration

Solution

The organization partnered with Mplus to deploy Graia, powered by Mplus, as its AI-powered translation solution for multilingual customer support.

The rollout began with Nordic customer support operations before expanding to additional European markets. Throughout the implementation, Mplus worked closely with operational teams to fine-tune the solution and continuously improve translation quality based on real-world interactions and operational feedback.

A key part of the approach was language- and brand-specific fine-tuning. Mplus implemented customized dictionaries tailored to each supported language and the organization’s specific terminology, helping ensure that translations reflected local language nuances, product terminology, and brand-specific language consistently across customer interactions.

The deployment included:

AI-powered real-time translation for customer chat interactions
Translation support across six production languages:

Swedish
Danish
Norwegian
German
Dutch
French

Language-specific and brand-specific dictionaries to fine-tune translation outputs
Continuous optimization of translation quality based on operational feedback and real customer interactions
Fine-tuning of terminology and language patterns to improve consistency, accuracy, and naturalness across markets
Close collaboration between operational and technical teams to rapidly identify and resolve implementation challenges
Integration into existing customer support workflows to enable seamless multilingual communication

Impact

The AI translation deployment strengthened multilingual customer support by improving translation quality and creating a more consistent customer experience across supported markets.

Key outcomes included:

90%+ translation accuracy
Improved quality and consistency of multilingual customer conversations
Faster resolution of implementation issues through close collaboration between Mplus and customer teams
A scalable multilingual support model successfully deployed across six European languages
A strong foundation for future multilingual AI initiatives

Why Mplus?

Test Leading European Meal Kit Company Transforms Multilingual Customer Support with AI Copy Copy

Mplus helped the organization transform multilingual customer support by combining operational expertise with Mplus, delivering AI capabilities directly within existing customer service workflows.

Rather than adding another standalone AI tool, Mplus embedded real-time translation, enabling agents to serve customers naturally across languages while improving productivity and service quality.

The result is a scalable multilingual customer experience model that reduces operational complexity, accelerates response times, and creates a foundation for future AI-powered customer service innovation.