Multilingual AI support agents for a 14-country ecommerce brand

An orchestrator with specialist agents that answers order, invoice and credit-note questions in 11 languages, straight from the ERP.

The brand sells online in 14 countries, and support costs grew with every order. I owned, designed and built a multi-agent support system: an orchestrator routes each conversation to specialist agents for order status, invoices and credit notes on the ERP, and general questions run on RAG over one knowledge base.

Answers in 11 languages from a single-language knowledge base

Guardrails: no raw system output to customers, escalation rules, tone and language matching

A live layer that re-tags tickets and tracks sentiment

100,000+ conversations handled, 24/7; cost per ticket €5.00 → €0.05, built in 12 weeks