Scaling Multilingual Communication Through AI

Executive Summary

A major Indian Non-Banking Financial Company partnered with Process9 to develop a custom Small Language Model (SLM)  leveraging advanced GenAI and NLP technologies to support their ambitious multilingual expansion strategy. The solution delivered a high quality, brand-aligned Hindi content generation system capable of processing ~80-100 million words annually across multiple channels, enabling the client to deepen market penetration in India while maintaining consistent brand voice and terminology.

 

Client Profile

• Industry: Non-Banking Financial Company
• Market Position: One of India’s most prominent NBFCs
• Geographic Focus: Pan-India expansion
• Content Volume: ~80-100 million words per annum

 

Business Challenge

The Strategic Imperative

The client was launching a comprehensive market repositioning strategy alongside their new websites, mobile apps to strengthen their presence across India’s diverse linguistic landscape. This ambitious initiative required a fundamental transformation in how they communicated with customers and stakeholders.

Key Challenges

• Scale Requirement: Need to create large volume of Hindi content annually across multiple channels
• Quality Standards: High-quality output requiring minimal manual intervention
• Brand Consistency: Maintain specific brand language, terminology, and Hindi style preferences
• Multi-Channel Integration: Support diverse communication channels including website, mobile app, legal agreements, marketing communications, training materials, agent communications, emails, and videos
• Operational Efficiency: Cost-effective solution that could handle massive volumes without compromising quality
• Security: Maintain data security without reliance on third-party engines

 

Solution Approach

Small Language Model Development

Process9 developed a bespoke Small Language Model leveraging cutting-edge AI and GenAI technologies, specifically tailored to the client’s unique requirements:

NLP Driven Brand Language Integration

• Incorporated client-specific terminology and brand voice using advanced NLP algorithms
• Customized Hindi content style to match company communication standards through AI training
• Built domain-specific language models for financial services terminology with superior quality
• Implemented neural architecture for contextual accuracy

Multi-Channel AI Architecture

• Designed flexible API endpoints powered by AI to support various communication channels
• Seamless integration with existing systems through intelligent workflow automation
• Scalable cloud-based infrastructure leveraging AI optimization for varying volume demands

AI Enhanced Quality Assurance Framework

• Advanced quality control mechanisms using AI-powered post-editing requiring minimal human intervention
• Smart workflow integration with AI-driven content memory capabilities
• Fuzzy matching technology enhanced with machine learning for consistency and efficiency
• Continuous model improvement through AI feedback loops achieving industry-leading quality scores

Secure AI Solution & Independence

• Proprietary GenAI engine eliminating dependency on third-party services
• AI-powered data security and confidentiality protocols
• Complete control over AI model training and content creation processes

 

Implementation Timeline

• Project Duration: 6 months
• Delivery Approach: Agile development with iterative AI model training, testing and refinement 
• Technology Stack: Advanced GenAI, NLP algorithms, neural models, cloud AI infrastructure

 

Results & Impact

Quantitative Outcomes

• Volume Processed: 60 million words of content delivered successfully within initial period using AI automation
• Quality Metrics: Achieved superior quality scores exceeding industry benchmarks for Hindi content
• AI Efficiency: 95%+ automation rate requiring minimal manual intervention through GenAI optimization
• Cost Efficiency: Extremely cost-effective content creation at scale through AI-driven processes
• System Performance: Robust and scalable AI architecture handling all volume requirements with 99.9% uptime

Strategic Benefits

• AI-Powered Market Expansion: Enhanced ability to penetrate diverse Indian markets through intelligent localization
• Operational Efficiency: Streamlined multilingual communication across all channels using NLP automation
• Brand Consistency: Maintained unified brand voice across languages and channels through AI-driven style transfer
• Scalability: Future-ready AI solution capable of handling exponential growth in content demands
• Competitive Advantage: Independent, secure GenAI  capability providing strategic differentiation

Channel Impact

The solution successfully enabled multilingual communication across:

• Website content and user interface
• Mobile application
• Legal agreements and documentation
• Marketing communications
• Training materials
• Agent communication tools
• Email campaigns
• Video content

 

Client Satisfaction

The client expressed exceptional satisfaction with the AI-powered solution, highlighting:

• Seamless integration with existing systems through intelligent APIs
• Consistent high-quality output with superior quality scores
• Cost-effective scaling of content operations through AI automation
• Enhanced market reach through improved multilingual capabilities powered by GenAI
• Successful expansion into new market segments enabled by NLP-driven localization

Key Success Factors

• Custom AI Development Approach: Tailored GenAI solution addressing specific brand and industry requirements through advanced NLP
• Comprehensive Integration: Multi-channel support enabling unified multilingual strategy powered by intelligent APIs
• AI-First Quality Design: Advanced quality control using machine learning reducing manual intervention needs
• Scalable AI Architecture: Future-ready cloud infrastructure supporting business growth through AI optimization
• Security-Focused GenAI: Independent engine ensuring data protection and operational control with AI-powered security protocols

 

Conclusion

This partnership demonstrates how custom AI and GenAI-powered technology can transform organizational communication capabilities at scale. By developing a bespoke SLMs leveraging advanced NLP algorithms that speaks the client’s brand language while handling massive volumes across multiple channels, Process9 enabled its customer to achieve their strategic multilingual expansion goals efficiently and cost-effectively.

The success of this AI-driven implementation, evidenced by superior quality scores and 95%+ automation rates, has positioned the client to continue expanding their market presence while maintaining consistent, high-quality communication across India’s diverse linguistic landscape through intelligent, scalable GenAI technology.