A Global Food Subscription and Delivery Company Transforms Multilingual Customer Support with AI

Subscription Services

15,000+ employees

Europe

Supporting customers across multiple European markets, the organization needed to improve translation quality, reduce operational complexity, and enable agents to deliver faster, more natural customer conversations regardless of language.

90%+ translation accuracy

2X faster agent responses

6 new languages supported

Challenges

Supporting multilingual customer service across rapidly growing international markets created operational complexity and inconsistent customer experiences.

Existing translation workflows relied heavily on manual processes and limited automation, reducing agent efficiency while affecting the quality and consistency of multilingual conversations.

Key challenges included:

Manual translation workflows slowing customer interactions
Inconsistent translation quality impacting customer satisfaction and internal quality scores
Limited language coverage across European markets
Underperforming chatbot experiences creating additional agent workload
Increased operational pressure during seasonal demand peaks
The need to improve productivity without expanding multilingual staffing

Solution

The organization partnered with Mplus to deploy Graia, powered by Mplus, across its multilingual customer support operation.

Following a phased rollout beginning with Nordic markets, the solution was continuously optimized before expanding into additional European languages and customer support teams.

The deployment included:

AI-powered real-time translation across chat and voice interactions
Context-aware multilingual communication supporting more than 100 languages and dialects
AI Copilot capabilities providing agents with real-time assistance during customer interactions
Automated conversation summaries and post-interaction wrap-ups
Intelligent keyword extraction to improve documentation and operational efficiency
Continuous model calibration and optimization through close collaboration between Mplus and the customer
Expansion across German, Dutch, Italian, Spanish, and additional European languages

Impact

The AI deployment transformed multilingual customer support by improving communication quality, increasing agent productivity, and creating a more scalable operating model.

Key outcomes included:

Higher customer satisfaction (CSAT) and improved internal quality assurance performance
Increased agent productivity through AI-generated summaries and automated wrap-ups
Rapid issue resolution supported by close operational collaboration throughout implementation
A scalable multilingual support model ready for expansion into additional markets and channels

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, AI Copilot assistance, and workflow automation into day-to-day operations, 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.