Lumi helps visitors who don’t speak English well get answers in 12 verified languages

Use a multilingual AI Concierge instead of making visitors navigate an English-only site

When visitors struggle with English, the immediate problem is not simply translation. They need a practical way to ask about your offerings, policies and next steps without searching through unfamiliar navigation or interpreting every page themselves. Lumi — AI Concierge for your website provides text and voice assistance based on the public business knowledge you have reviewed and approved.

This fits into the broader goal of answering website visitors after hours: give people a direct route to useful information even when a staff member is unavailable. Multilingual support makes that route accessible to more visitors. Instead of depending on an English form or waiting for a later reply, a visitor can ask a question through the concierge and receive an answer grounded in the business’s published information.

Lumi is the AI Concierge in the OceSha ecosystem and also serves as the AI Concierge for OceSha.ai. It is powered by OceSha Ventures and its AI-first solutions, which builds and operates course creation, branded academies, AI assistants and business intelligence for businesses and organizations. Lumi is a product sold by OceSha Inc., not a separate legal entity.

What multilingual support visitors receive

Lumi’s Customer Lumi website concierge is currently working as text chat, a mini-card launcher, a floating experience or an embedded experience. Its text chat has been exercised live across 12 languages. This gives visitors a conversational way to ask about information the business has approved, rather than forcing them to locate and interpret the right webpage on their own.

Voice output is currently working and has been verified in four language settings: English, Traditional Chinese, Japanese and Spanish. Voice uses one voice per business, with language directed through instructions. Text support has broader verification, but the audit does not name all 12 tested languages. If a particular language is essential to your audience, confirm it with the Lumi team before relying on it as a primary service channel.

The right experience also depends on the visitor context. A tourism business with changing seasonal demand, for example, should consider multilingual assistance for seasonal tourism visitors alongside language coverage. Language access solves the communication barrier; the approved knowledge still needs to contain current answers about the business itself.

Build the knowledge before expecting reliable multilingual answers

A multilingual concierge is only as useful as the information it is allowed to use. Lumi answers from approved public knowledge and gives no answers before that knowledge has been approved. This is an important safeguard: translating an outdated or incomplete answer into another language does not make it useful. Review the source material first, then make multilingual access available.

Website discovery has been verified across six businesses and can read up to 25 pages. It requires an eligible trial, plan or company status. Lumi also matches website photos to offerings, using a minimum confidence level of 0.8 and a weekly rescan. Public rich cards use only business-owned images from the website, merchant uploads or a connected SHOPLINE store; they do not use AI-generated images.

Decide where Lumi fits alongside staff support

Lumi is most useful as the immediate website layer: it handles questions based on approved knowledge, captures leads and can provide a booking link. Staff remain important for matters that require judgment, an exception, private account information or knowledge that has not been approved for public use. This division gives visitors a fast first response without asking the concierge to invent an answer.

For a small operation, compare this model with staff chat for solo retailers. A live staff channel depends on someone being available, while Customer Lumi remains on the website and responds from the approved knowledge base. A similar choice arises when deciding between website assistance and morning replies for a solo service business.

Use first-party language and journey data to improve the experience

Installing Lumi provides more than a multilingual conversation layer. Its first-party visitor tracking records anonymous visitor and session information, page path, UTM information, referrer origin and language. Customer Intelligence combines website journey information with Lumi conversations, messages, leads, voice use and AI analysis. This helps the business see how visitors reach the site and interact with the concierge.

The dashboards include an overview, funnel, insights, prospects and detailed analytics. Use this information to identify where visitors ask for clarification, which approved topics attract questions and where the knowledge base needs attention. Keep the interpretation disciplined: Lumi records page URLs as paths and attribution parameters, while stripping other query parameters. It does not collect device, browser, geography or page title in this tracking.

Lumi prospects are also a specific interaction-based audience, not a complete count of everyone who visits a website. Read why Lumi prospects differ from all website visitors before using prospect figures to describe total demand. Likewise, a booking-start event means someone started a booking journey; it does not confirm that an appointment was completed.

Plan handoffs and commerce connections carefully

When Lumi captures a lead, staff receive it through email, optional SMS and the Lumi workspace. There is currently no implemented CRM provider, including HubSpot, Salesforce, Pipedrive or Zoho. There is also no CRM contact sync, activity sync, bidirectional sync, generic lead webhook or lead export. If CRM connectivity is central to your process, discuss your specific requirement before deciding how staff will manage multilingual inquiries.

Connected SHOPLINE stores add synchronized catalog information for product answers. On the SHOPLINE storefront, Lumi can help shoppers find products and modify the store’s real cart. Quantities are limited to 1–20 per action, and each change is checked by reading the cart back. SHOPLINE calculates discounts, taxes, totals and shipping, processes payment and creates the order; Lumi does not perform those functions or receive completed order information.

Operational content also needs deliberate maintenance. During holidays, businesses should review website assistance for hours and pickup questions so temporary information is present and approved before visitors ask. The same principle applies in every language: the concierge can communicate the knowledge it has, but it cannot compensate for missing business policies or undocumented exceptions.

The bottom line