ProzAnswers Officially Releases "Multilingual FAQ" Feature for Automatic FAQ Expansion to Up to 23 Languages

Proz Inc. (Headquarters: Setagaya-ku, Tokyo; Representative Director: Nobuyuki Amimoto; hereinafter referred to as "Proz"), provider of the enterprise-向け FAQ, AI agent, chat, and ticket management SaaS "ProzAnswers (Proz Answers)", announced on July 6, 2026, the official release of its "Multilingual FAQ" feature, which enables multilingual expansion of FAQ content in up to 23 languages.

This feature was previously offered in a beta version. One adopting company, Bikkuri Donkey (Aleph Co., Ltd.), has seen its multilingual pages account for approximately 8% of its total access in fiscal 2026, contributing to information dissemination to overseas and multilingual customers.

Background | The Burden of Multilingualizing FAQs

Due to globalization and the expansion of inbound demand, providing information to customers other than Japanese speakers is becoming increasingly important. However, preparing and maintaining FAQs in multiple languages requires continuous effort and cost for translation and page management, leading many companies to hesitate in implementing such measures.

Features of the "Multilingual FAQ" Function

Feature

Value Proposition

User Experience

Automatic translation and publication in up to 23 languages

Expand multilingual FAQs without increasing translators or update staff

Users can read FAQs in their own language

Generates dedicated URLs for each language

Indexed by search engines, supporting multilingual SEO

Direct access to FAQs from search results in each language

Automatically linked to updates in Japanese FAQs

Prevents omissions in updating multiple language pages

Latest information available in each language

Natural translation using generative AI

Minimizes literal translation and considers retention of product names and proper nouns

Provides easy-to-understand answers with less misunderstanding

Anticipated Use Cases

Globally expanding companies

Cross-border e-commerce businesses

Inbound tourism related

For foreign residents in Japan

Overseas branches. Deploy product FAQs, contract information, and troubleshooting in multiple languages for overseas users.

Resolve pre- and post-purchase anxieties in each language regarding shipping, returns, payments, customs duties, size charts, etc., improving purchase rates and self-service resolution rates.

In food service, travel, hotels, transportation, tourist facilities, etc., multilingualize payment methods, reservations, allergies, access information, and usage rules.

Provide multilingual information for administrative, educational, medical-related services, living infrastructure, real estate, finance, etc., to foreign residents.

Implementation Case Study | Bikkuri Donkey

At Bikkuri Donkey's FAQ site, the use of multilingual FAQs has created an environment where information can be delivered to customers other than Japanese speakers in their respective languages. As of fiscal 2026, pages in languages other than Japanese accounted for approximately 8% of total PVs on a monthly average.

Furthermore, these pages are indexed in Google search results for various languages such as Chinese, Vietnamese, and Arabic, realizing global information dissemination.

"While providing information to inbound and resident foreign customers has been a challenge, the introduction of multilingual FAQs allowed us to deploy our existing FAQs in multiple languages without additional translation work.

After implementation, multilingual pages came to account for about 8% of total access, and they are displayed in search engines in each language, enabling global customer outreach without special operational burdens."

- Toshiyuki Kawaguchi, Head of Customer Service Department, Aleph Co., Ltd.

Bikkuri Donkey Public FAQ Page

Google Search Results Page

Future Developments

Bilingual Table Function and Individual Editing Function for Each Language Page We plan to offer a bilingual table function that allows users to view the original Japanese text and its translations in each language side-by-side after AI translation, as well as an individual editing function for fine-tuning expressions for each language.

Multilingualization of AI Agents We will expand beyond FAQs to a system where generative AI agents can understand questions from users in various languages and provide natural answers while referencing FAQs.

AI Automatic Interpreter for Human Support We will provide an AI automatic interpreter function that allows users to communicate in their native language and operators to communicate in Japanese via email and live chat, supporting the establishment of multilingual support systems.

About ProzAnswers

ProzAnswers is an enterprise-grade customer support SaaS platform that integrates FAQ, AI agents (generative AI chatbots), live chat, inquiry forms, and ticket management. It supports the entire customer journey from self-service to human support and subsequent inquiry management, thereby improving the efficiency of support operations and customer satisfaction.

Service Site: https://prozanswers.com/

Company Profile

Company Name: Proz Inc.

Location: Setagaya-ku, Tokyo

Representative: Nobuyuki Amimoto, Representative Director

Business Activities: Development and provision of the enterprise-grade customer support SaaS "ProzAnswers"

URL: https://proz.jp/

Contact Information for Inquiries

Proz Inc. Public Relations: Sasamura

E-mail: [email protected] / TEL: 03-6822-6950