Solutions
Agentic AI across every customer conversation.
We aren't a one-year-old AI startup retrofitting a chatbot into a contact centre. Graia is built by people who have spent decades inside enterprise contact centres - running operations, integrating Genesys, NICE, Avaya and Five9, and deploying the earliest generations of conversational AI in production. Deep CX and CCaaS expertise comes first; AI is the layer we add on top, where it genuinely moves the numbers.
Your instant
multilingual contact center.
A customer calls from Tokyo. Your best agent - who only speaks English - answers instantly, has a natural conversation, and the customer leaves delighted. That isn't the future. That's Graia, today. Live Call Translation ships natively inside the GraiaCX platform - and is also available as a standalone plug-in that drops onto the CCaaS you already run.
- Native module inside GraiaCX - or a standalone plug-in on your existing CCaaS
- 100+ languages and dialects - voice and chat
- Plug into Genesys, NICE CX, Avaya, Five9 via SIP
- Formality control, brand vocabulary, reading rules
- Agent Assist built in - next-best-action on every call
It's actually this simple.
A smart layer between your customer and your agent. No new hires. No rip‑and‑replace.
A customer calls
In their native language - Spanish, Japanese, Polish, anything.
Graia translates for the agent
Your agent hears the customer in their own language, instantly.
Graia whispers the perfect answer
Agent Assist surfaces the right reply from your knowledge base.
Graia translates for the customer
The agent speaks or clicks. The customer hears natural, fluent speech.
Accurate. Natural. On‑brand.
100+ languages & dialects
Pick the speech‑to‑text engine and the text‑to‑speech voice that sound most natural for each language - Azure, Amazon, DeepL and more.
Formality
Tune tone per language. Formal for Japanese and German, casual for US English - protecting brand voice across cultures.
Phrase list & vocabulary
Train the AI on your brand names, products and industry terminology. Speech recognition accuracy moves from ~85% to 98%.
Reading rules
Account numbers and dates read slowly and clearly, so customers capture them right the first time.
Speech correction
Rules automatically fix recurring mis‑recognitions - "a 214323" becomes "A214323" - so downstream data is clean.
Original audio
Both sides hear each other's voice faintly under the translation, preserving emotion, tone, and natural turn‑taking.
Partial translation
Agents read the translated transcript as the customer speaks, thinking ahead and removing silence.
Cancel agent message
A configurable window lets agents un‑say a message before it reaches the customer - fewer errors, more confidence.
The outcomes that move the business.
What enterprise CX, ops and tech leaders actually measure - and what Graia changes.
Unlock multilingual capacity without hiring
Cut 20–30 minute language queues to zero. Open new revenue lanes in markets that were previously cost‑prohibitive.
Reduce AHT and lift FCR
Partial translation, next‑best‑action and quick actions typically deliver 15–25% AHT reduction and a 5–10pt FCR lift in 4–6 weeks.
Improve CX, CSAT and NPS
Natural speech synthesis, formality control and the original‑audio option make machine translation feel like a human interpreter.
Lower agent cognitive load & attrition
Contextual templates, cancel‑and‑edit and chat‑only mode all reduce stress - and stress drives churn.
Enhance compliance & brand consistency
Script‑locked suggestions ensure mandatory disclosures are delivered verbatim. Transcripts are audit‑ready for QA and dispute resolution.
Scale on your existing stack
SIP drops Graia into Genesys, NICE CX, Avaya, Five9 - and the admin portal lets ops tune languages and quick actions in minutes, not sprints.
Translation, plus a smart copilot on every call.
Graia is more than a translator - it's an assistant for your agents.
Next‑best‑action
GPS for conversations. The widget surfaces the right answer from your knowledge base, scripts and policies - never from the open internet.
Quick actions
One click sends "Please hold while I check your account" or any custom canned reply - natural in any language.
Chat‑only mode
For noisy environments or new hires - customers speak, agents type. All Agent Assist features stay on.
Frequently asked questions
What teams ask most often before rolling out real-time call translation.
Can you live translate a phone call?+
Yes. Graia sits between the customer and the agent and translates speech in both directions in real time, so a customer speaks their own language and the agent hears and replies in theirs. Both sides can also hear the original voice faintly underneath, which preserves tone and natural turn-taking.
Does live translation work on voice calls as well as chat?+
It works on both. Voice calls use speech recognition and speech synthesis in over 100 languages and dialects, and digital channels such as chat and email are translated as text. Agents can also switch to chat-only mode, where the customer speaks and the agent types.
How accurate is real-time call translation?+
Accuracy depends heavily on domain vocabulary. Training the engine on your brand names, products and industry terms typically moves speech recognition accuracy from around 85% to 98%, and speech-correction rules fix recurring mis-recognitions such as account number formats.
Which languages are supported?+
Over 100 languages and dialects, with a choice of speech-to-text engine and text-to-speech voice per language so each one sounds natural. Formality can be tuned per language - formal for Japanese or German, casual for US English.
Do I need to replace my contact centre platform?+
No. Live Call Translation ships natively inside GraiaCX and is also available as a standalone plug-in that connects over SIP to platforms such as Genesys, NICE CX, Avaya and Five9.
Can agents correct a message before the customer hears it?+
Yes. A configurable cancel window lets an agent un-say a message before it is delivered to the customer, which reduces errors and gives newer agents more confidence.
Go global overnight - without adding a single agent.
We'll show Live Call Translation running on your existing CCaaS, with your vocabulary, in the languages you actually need.