Techgates Introduces Sri Lanka’s First Trilingual AI-Powered Transcription Service for Customer Care Services and Hotline-Based Businesses

Techgates, a leading provider of advanced telecommunications and customer experience solutions, has announced the launch of Sri Lanka’s first-ever trilingual AI-powered transcription service, designed specifically for modern customer care operations and any business that manages a hotline. This groundbreaking solution, branded VOXScribe, marks a major milestone in the digital transformation of customer communication across industries.

VOXScribe leverages cutting-edge artificial intelligence models to automatically convert recorded calls into highly accurate text. Unlike traditional transcription tools that support only English and other foreign languages, VOXScribe stands out with full support for Sinhala, Tamil, and English, enabling businesses to seamlessly serve Sri Lanka’s diverse customer base. This multilingual capability ensures superior accuracy and contextual understanding, regardless of the language used during customer interactions.

Beyond transcription, VOXScribe is engineered to deliver deeper operational insights. The platform automatically generates clear and concise conversation summaries, eliminating the need for supervisors or managers to listen to lengthy recordings. These summaries are produced in all three languages, ensuring accessibility across teams. Additionally, the embedded AI-driven sentiment analysis evaluates the emotional tone of each interaction—classifying it as positive, negative, or neutral—helping organizations identify pain points, measure service quality, and improve customer experience.

To further enhance efficiency, VOXScribe includes powerful keyword-based search capabilities, enabling teams to instantly locate specific conversations or topics within thousands of stored interactions. The system also runs continuously in the background, transcribing all newly recorded calls on a daily schedule—ensuring no customer engagement is ever missed.

Businesses can also configure scheduled email delivery of transcripts and summaries, making it easy for managers and quality teams to stay updated. The keyword-triggered alert feature provides instant notification when sensitive or high-priority phrases are detected, allowing organizations to take timely action.

With VOXScribe, Techgates is redefining how Sri Lankan businesses capture, understand, and respond to customer conversations. By combining multilingual capabilities with advanced AI analytics, Techgates continues its mission to elevate customer care and empower any hotline-driven business with transformative communication intelligence.