Tigrinya voice agents are now live

Lucy now takes calls in Tigrinya. It sits alongside Amharic, Afaan Oromo and English on the same number, detected from how the caller speaks rather than from a menu selection.

What changes for existing deployments

Nothing you have to do. Tigrinya is enabled on live agents without a migration or a configuration change. A caller who opens in Tigrinya will be answered in Tigrinya from the next call onwards.

• No new number, no new routing rules.
• No language selection step added to the flow.
• Existing escalation and transfer rules apply unchanged.

Knowledge base coverage

Entries authored in Amharic or English are used as they are. Where a topic has terminology that does not carry across cleanly, you can add a Tigrinya entry for it and the agent will prefer that one when the call is in Tigrinya.

What we are working on next

Better handling of regional variation within Tigrinya, and outbound calling parity so reminders and follow-ups go out in the same language the customer called in.