Eight languages, one voice

A guest starts in English, hands the phone to a parent, and the call is suddenly in Turkish. A hotel in Englewood hears this every day. Cilicia now switches speech recognition, voice and answers in the same turn — and switches back when the phone is handed over again.

The rule

Reply in the language of the guest’s most recent sentence. Not the language the call started in, not the language of the majority of the call. And if a guest asks for a language by name — “speak Hindi” — that request wins over the language it was asked in.

Hindi

Hindi is the one language that gets a voice of its own: the desk’s usual voice does not carry it well enough, and a guest can hear the difference. Everything else — recognition, answers, the manner — is the same receptionist.

CThe Cilicia teamProduct & engineering