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Hi, everbody!

Have you must developer a multilingual inbound call flow thats be able to identify the language of the customer and interacting using this identified language?

Hi @Lineu Roberto de Castro Romão,

Genesys Cloud Architect supports multilingual flows and you can use the Set Language action to change the flow language, but there is no native IVR/NLU feature that automatically detects the caller's spoken language at the beginning of the call.

A common workaround is to infer the likely language from the caller ANI, especially from the country code/DDI. For example, if the ANI starts with +55, you can assume Portuguese; +1 could be English; +34 Spanish, and so on. Then, in Architect, you can use decision logic or a Data Action to normalize the ANI, identify the country code, and apply the corresponding language with Set Language.

That said, this approach is not 100% accurate, because a phone number country code does not always represent the customer's preferred language. So I would recommend using it as an initial routing/language assumption, and still offering a fallback option such as "Press 1 for English, Press 2 for Portuguese…" or allowing the customer to change the language during the flow.

So, yes, it can be done, but more as a design pattern/workaround than as native automatic language detection.

Hello, @Lineu Roberto de Castro Romão,

Obrigado pela contribuição, João.

Hi, Everbody.

A have a update of this case, unfortunetly don't works at call flows, but it's a good feature:

When building digital experiences in Genesys Cloud, one useful function that is often overlooked is DetectLanguage().

This function analyzes the text provided by a customer and attempts to identify the language being used, returning an IETF language tag such as:

✅ "en" → English
✅ "es" → Spanish
✅ "pt" → Portuguese
✅ "fr" → French

Syntax:
DetectLanguage(String stringToSearch, String defaultString)

Example:

DetectLanguage(
    Email.Message.body,
    ""
)

Output:

"es"

If the customer sends an email in Spanish, the function automatically detects the language and returns "es".

Another example:

DetectLanguage(
    "Esta es una prueba que debe verificar nuestra capacidad de encontrar un lenguaje en una cadena de texto nativo.",
    "en"
)

Output:

"es"

Practical use cases

🔹 Route conversations to agents based on customer language

🔹 Dynamically select bot prompts and messages

🔹 Deliver multilingual self-service experiences

🔹 Improve omnichannel customer journeys

🔹 Automatically assign language-specific queues

This function is available in Chat, Email, Messaging, Digital Bot Flows, Workflows, Common Modules, and several other Genesys Cloud flow types, making it a powerful tool for global customer support operations.

Have you used DetectLanguage() in your Architect flows? Share your experience in the comments.

Lineu thank you for sharing very hepful.

DetectLanguage(    Email.Message.body,    "")

"es"

DetectLanguage(    "Esta es una prueba que debe verificar nuestra capacidad de encontrar un lenguaje en una cadena de texto nativo.",    "en")

"es"