Hindi, English, and Hinglish

A multilingual sales conversation is more than selecting a language. The agent must recognize natural code-switching, preserve business meaning, pronounce property and location names correctly, and remain consistent when compliance or escalation rules apply.

Choose a primary language deliberately

• Use the language spoken by the intended customer segment for the opening.
• Keep one primary language per agent when accuracy and evaluation are easier to control.
• Allow controlled switching when the caller uses another supported language.
• Provide approved translations for mandatory disclosures and escalation language.

Prepare the knowledge base

• Write facts in both languages when the agent is expected to explain them in either language.
• Keep prices, dates, units, and legal identifiers in one canonical form.
• Create pronunciation guidance for towers, localities, builder names, and project terms.
• Avoid translating unsupported claims into a stronger or different promise.

Handle code-switching

Hinglish commonly mixes English nouns with Hindi grammar. The agent should preserve the caller’s intent rather than forcing every turn into a single language. If a critical value is ambiguous, ask one short clarification question before acting.

Caller: "3 BHK hai aur budget 75 lakh." → Preserve configuration, intent, and amount → Confirm the final value in the caller’s language → Store canonical fields

Build a test matrix

Quality checklist

• No language switch occurs in the first caller-facing turn unless intended
• Names, numbers, amounts, and dates are confirmed before downstream action
• Mandatory language is consistent across the conversation
• The agent does not imitate an accent or use regional language it cannot handle reliably
• Escalation preserves the caller’s language and collected context