Toxicity Shield
When words get heated, we keep connections cool.
Language IO Toxicity Shield protect your agents,
customers and brand from toxic language. In any language.
81%
of contact center agents face verbal or emotional abuse daily
$75B
lost annually to poor CX tied to agent burnout and turnover
60%
annual attrition rate across the contact center industry
$10–21K
to replace a single agent per McKinsey
Every abusive message your agent absorbs is a step toward the door.
Agent Protection
Replacing a single contact center agent costs $10,000 to $21,000. At 40% annual turnover across a 200-agent team, that’s up to $1.6 million a year — before counting the institutional knowledge, the customer relationships, and the six months it takes the next hire to get good. The agents who stay aren’t unaffected. They’re absorbing hundreds of difficult interactions a day, with no buffer between them and whatever arrives in the queue. That stress affects the current interaction and every one that follows.
Toxicity Shield changes that. Agents see the emotional temperature of a message before they open it. At high thresholds, the system rewrites it automatically. The customer’s problem stays, the distracting language doesn’t. The people you invested in stay longer — and can focus on serving the customer, not just keeping their cool.
With Toxicity Shield
Agents see emotional temperature first and preparation replaces shock
Outbound screening catches them first
Toxicity data surfaces patterns early
Protection in every language, every region
Get a demo →
Without Toxicity Shield
Agents absorb abuse unfiltered stress compounds across the shift
Outbound errors reach customers
Turnover data tells the story late coverage gaps across languages
Protect your customers so an innocent word in English doesn’t become a PR crisis in Portuguese.
Customer Perception
Translation doesn’t just move words. A term that’s perfectly neutral in the source language can land as offensive, vulgar, or culturally tone-deaf in the target. Your agent never meant harm. Your customer doesn’t know that. The screenshot doesn’t care. Typos happen. Autocorrect betrays people at the worst moments. Agents under stress send things they didn’t mean to.
Toxicity Shield screens every outbound message before it sends, catching translation errors, honest mistakes, and tone drift in any language, in any market. One less PR crisis. One less customer who never comes back.
Four steps. Zero gaps.
Every message scored, flagged, acted on, and reported. Latency: limited.
Step 1
Score
Every message receives a toxicity score from 0 to 1, categorized by type: hate speech, abuse, sexual content, profanity, and more.
Step 2
Trigger
Configurable thresholds determine what happens next. Your team sets the rules for each category, language, and brand.
Step 3
Act
The system alerts, rewrites, or blocks depending on threshold. Visual cues show emotional temperature before the agent reads a word.
Step 4
Report
Toxicity data feeds into case and performance reporting. Coaches see what’s happening. QA has the evidence. Patterns surface early.
Your brand is built one interaction at a time.
And damaged the same way.
A burned out agent is a fraction less warm. A mistranslated word lands wrong. A typo gets screenshot. None of these make headlines on their own. Together, over thousands of interactions, they shape what customers think of your brand.
Toxicity Shield lets you define what appropriate looks like for your business. A threshold that works for a financial services team is different from one that works for a retailer. Your industry, your standards, your call. Set thresholds by category, team, language, or brand. Enforce them consistently, in every language, across every market.
Protect your agents. Protect your customers.
The brand takes care of itself. See Toxicity Shield in action.
