SSA Academy: Breaking Language Barriers with AI
How XynAGI Copilot enabled a Singapore training provider to serve a multilingual customer base with English-only course materials
The Challenge
SSA Academy is part of SSA Group, a well-established organization in Singapore offering professional training and various other business services. The Academy offers professional training courses to a diverse audience in one of the most linguistically varied regions in the world. Despite having high-quality course materials in English, the academy faced significant challenges:
Language Barriers: Many potential students were not fluent in English, which limited their ability to understand course offerings and engage with registration processes.
Inefficient Customer Service: Staff spent excessive time handling basic inquiries that were often repetitive, taking resources away from high-value interactions and course development.
Scalability Issues: The academy wanted to expand its reach across Southeast Asia but couldn't feasibly hire staff fluent in all the region's languages.
Group-Wide Transformation: SSA Group was seeking to initiate a comprehensive digital transformation across all its business units, with SSA Academy serving as the pilot project.
"We were missing out on a significant portion of potential students simply because of language barriers. Our excellent course materials were in English, but many potential students in Singapore and the broader region needed assistance in their native languages. This challenge presented an opportunity to begin a larger AI-powered transformation across the entire SSA Group."
The XynAGI Solution
SSA Group decided to transform their entire organization to leverage AI to the fullest extent possible. They adopted XynAGI's technology under their own white-labeled brand, XovoX AI, giving a distinct identity to their digital transformation initiative. SSA Academy was selected as the pilot project before rolling out the technology to other companies and divisions within the group. The implementation centered on the XynAGI suite, with particular emphasis on Copilot and Intelligence HQ:
Multilingual Voice Copilot
XynAGI Copilot provided real-time voice conversations in 57 different languages, allowing prospective students to inquire about courses in their native language while accessing information from English-language course materials.
Intelligence HQ Integration
All course materials, FAQs, and institutional knowledge were stored in Intelligence HQ, providing Copilot with accurate, up-to-date information to relay to prospective students regardless of the language they spoke.
Key Implementation Features
Automated Inquiry Triage
AI system automatically determined which inquiries could be handled autonomously and which required human intervention, prioritizing staff attention for complex cases.
Self-Service Course Registration
Copilot guided potential students through the registration process in their native language, making course selection and enrollment seamless.
Cultural Context Understanding
The system was trained to understand cultural nuances across different language groups, ensuring appropriate and sensitive interactions.
Integration Process
The integration was completed in three phases:
Phase 1: Knowledge Base Setup
All course materials, FAQs, and institutional knowledge were uploaded to Intelligence HQ and structured for efficient retrieval.
2 weeks
Phase 2: Copilot Implementation
Deployment of multilingual Copilot interface with integration to the academy's website, phone system, and messaging platforms.
3 weeks
Phase 3: Training and Optimization
Fine-tuning the system based on real interactions and training staff on how to work alongside the AI for complex inquiries.
Ongoing
Results & Impact
65%
Increase in inquiry resolution
42%
Reduction in staff time spent on basic inquiries
35%
Increase in course enrollments
Key Business Outcomes
Expanded Market Reach
SSA Academy now effectively serves students from diverse linguistic backgrounds across Singapore and has begun expanding into neighboring countries without requiring additional multilingual staff.
Optimized Resource Allocation
Staff time has been redirected from handling routine inquiries to developing new course content and providing personalized support for complex student needs, improving overall educational quality.
Continuous Improvement
The system learns from each interaction, continuously improving its responses and becoming more culturally nuanced in its communications across different languages.
"The multilingual capabilities provided by our XovoX AI system, powered by XynAGI technology, have transformed how we engage with prospective students. We can now serve our diverse community in their preferred languages while maintaining the high quality of our English curriculum. This successful pilot at SSA Academy has convinced us to accelerate our plans for digital transformation across the entire SSA Group."
Future Plans & Group-Wide Expansion
Following the successful pilot at SSA Academy, SSA Group plans to expand their XovoX AI initiative (powered by XynAGI) across their entire organization:
- Roll out XovoX AI solutions to all business units within SSA Group
- Implement specialized AI solutions tailored to each division's specific needs
- Establish a centralized AI innovation center to coordinate group-wide digital transformation efforts
For SSA Academy specifically, plans include:
- Expand the system to provide real-time translation during live virtual classes
- Develop AI-powered personalized learning paths based on student interactions
- Create language-specific marketing campaigns leveraging XovoX AI to target specific linguistic communities