Babbel multilingual subscription support agents

What was done

Babbel targeted high-friction, high-volume support topics such as subscription status, subscription management, and preferred-language changes. The team opened API endpoints so learners can manage subscriptions through Zendesk AI without waiting for a human agent. Copilot classifies topic, language, and complexity, then routes work to agents with the right skills when escalation is needed. More than 50% of Babbel tickets are now automated through AI agents, and onboarding for new agents dropped from three weeks to one.

Stack