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.
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Fernando Sotto dos Santos
Consultor de Atendimento Senior Grupo Casas Bahia
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Original Message:
Sent: 04-27-2026 09:55
From: Lineu Roberto de Castro Romão
Subject: NLU - IVR be able to identify the language?
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?
#Architect
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Lineu Romão
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