Exclusive: Babeltext aims to break language barriers in global messaging

Bridging linguistic divides has long been a challenge for businesses, governments, and service providers worldwide.

However, Babeltext, an AI-powered multilingual messaging platform, is aiming to change that by enabling seamless communication across 195 languages.

According to CEO and founder David Hayes - the company's mission is simple: remove the language barrier from digital communication.

"In today's world, businesses and public services must engage with culturally and linguistically diverse communities," Hayes said during a recent interview.

"Babeltext makes that possible by translating conversations in real time across multiple messaging channels, from SMS to WhatsApp, WeChat, and Facebook Messenger."

Inspiration and Origins

Hayes was inspired to develop Babeltext after learning about Crisis Text Line, a US-based service that leverages AI to detect signs of distress in messages. "I met Nancy Lubin, the founder of Crisis Text Line, and saw how AI could be used for good," he explained. "That got me thinking—how can messaging be harnessed to solve real-world problems?"

Initially, Babeltext launched in the hospitality sector, working with the Sofitel Sydney Darling Harbour hotel. The platform provided a single mobile number where guests could communicate in 92 languages. "What we found was that when guests could interact in their own language, they felt more comfortable, and their spending within the hotel increased," Hayes said.

Since then, the platform has expanded across industries, serving universities in the US, e-commerce platforms in the UK, hospitality providers in Singapore, and public service initiatives in Australia. One notable initiative is Youth Chat, a service that provides multilingual mental health support for young people, particularly those with English as a second language.

How Babeltext Works

The core of Babeltext's service lies in its ability to provide seamless, real-time translation across various communication channels.

"For example, a customer in China might type a query in Mandarin on a company's web chat," Hayes explained. "That message is translated into English for the customer service agent, who responds in English. The reply is then automatically translated back into Mandarin for the customer—all within seconds."

This system works not just for web chat but also for SMS, WhatsApp, WeChat, Telegram, Discord, and Facebook Messenger, making it an omnichannel solution.

Differentiation and Market Demand

According to Hayes, Babeltext stands apart from traditional translation tools because of its comprehensive language support and AI-driven translation accuracy.

"There are very few platforms that provide translation in 195 languages," he said. "Our system has been tested by the Ethnic Communities' Council of New South Wales across nine major languages, and we achieved a 98% accuracy rate."

Despite the growing popularity of AI-powered chatbots, Babeltext prioritises human customer service agents over automation. "Nothing beats a live person in understanding an issue and showing empathy," Hayes noted. "Chatbots lack those human qualities that are crucial for customer engagement. Many companies invest heavily in chatbots only to remove them after customer backlash."

Breaking Down Industry Barriers

Babeltext has identified several industries that stand to benefit significantly from multilingual messaging. "Hospitality, immigration, education, e-commerce, and healthcare are major markets for us," Hayes said. "We're launching a facility with a major e-commerce platform integrated with Shopify, where up to 40 operators will respond to messages globally."

However, despite the evident demand, many Australian businesses have been slow to adopt multilingual messaging. Hayes attributes this to a lack of awareness. "We conducted a mystery shopping survey and found that only 5% of the 50 companies we tested could handle inquiries in a language other than English," he said. "One major insurance company simply told us they couldn't help when we engaged them in Mandarin."

Government agencies face similar issues. Hayes cited an example from Australia's public housing sector, where residents with limited English struggle to report maintenance issues.

"Currently, if an Arabic-speaking tenant has a broken pipe, they need to call a helpline that only speaks English. If that doesn't work, they have to visit an office, take a ticket, and hope a translator is available. Meanwhile, their apartment is flooding," he said. "With Babeltext, they could message in Arabic, receive a translated response instantly, and have a plumber booked within hours."

The Road Ahead

Babeltext is rapidly expanding across the Asia-Pacific region, with operations in Singapore, the US, and the UK. The company is also targeting markets in Indonesia and the Philippines, where mobile messaging dominates communication.

"There are challenges, particularly with spam regulation and carrier restrictions in some countries," Hayes admitted. "But with WhatsApp and WeChat integration, we're overcoming those hurdles."

Looking ahead, the company is also exploring new features. "We're investing heavily in AI-driven sentiment analysis to gauge customer emotions and tailor responses accordingly," Hayes revealed.

"Additionally, we're developing a billing platform to enable commerce directly through Babeltext."

Another upcoming initiative is a subscription-based service for influencers.

"We're building a platform where influencers can engage with their audience in 195 languages via live chat," Hayes said. "Fans would pay a small fee—say 10 to 20 cents per message—to interact with their favourite influencers, making it a viable business model."

Despite these commercial ambitions, Babeltext remains committed to its social impact projects. "My personal passion is providing multilingual support for disaffected youth," Hayes said.

"We want to give young people—especially those who don't speak English fluently—a way to seek help and be heard."

With global expansion on the horizon and AI integration at its core, Babeltext is poised to redefine the way businesses, governments, and individuals communicate across cultures. As Hayes put it: "Language should never be a barrier to connection."