Multilingual AI agents taking on legacy chatbots

This article is a part of Startup Spotlight, a series that features young, up-and-coming startups.

Image credit: Timmy Loen

Before founding Level3AI, Harry Yu and Zachary Wang scaled the global e-scooter platform Neuron Mobility. They watched their customer support system become an unmanageable web of tags and edge cases.

They realized the industry prioritized fast deployment over systematic governance. This prompted them to build an AI agent focused on operational sustainability.

😟 Problem

Enterprise customer support faces severe consistency and cost issues as ticket volumes grow.

Human-handled support fluctuates in quality. Adding headcount treats customer service strictly as a cost center. Existing automation handles repetitive queries but struggles with tasks requiring reasoning. This creates significant friction across Asia’s multilingual markets.

💡 Solution

Level3AI developed EMILY, an AI agent that autonomously resolves multilingual enterprise customer support issues. The system manages complex tasks through three core capabilities, including: 

• Analyzes operational logic, root causes, and customer history to process multi-step queries like account lookups.
• Eliminates wait times by coordinating across stakeholders and systems to handle thousands of interactions simultaneously.
• Stays within strict decision boundaries and proactively escalates to human staff before customer experience degrades.

Image credit: Level3AI

📊 Market size

The global customer service market represents a US$400 billion industry. The Asia-Pacific region accounts for approximately US$80 billion of this total. Level3AI optimizes existing enterprise operations budgets.

🤝 Team

• Harry Yu. Co-founder. He has more than 15 years of experience in AI research and enterprise software.
• Zachary Wang. Co-founder. He has over a decade of experience building and scaling technology companies across mobility, clean energy, and enterprise AI.

🚀 Traction

• Handled over 10 million interactions for more than 1 million end consumers.
• Maintains a 100% pilot-to-production conversion rate.
• Reduced GetGo’s agent costs by 65% while sustaining a 95% above customer satisfaction (CSAT) score over 18 months.
• Delivered a 50% resolution time improvement and a 150% agent efficiency gain for Carousell.
• Operates in over 16 countries and supports more than 95 languages.

🏆 Competition

Level3AI competes with legacy chatbots, AI-extended CRMs, and AI-native agents like HubSpot, Forethought AI, and Decagon. None of them are built specifically for Asia.

💰 Financials

🚩 Risks