Does the agent really answer in Kazakh?

Yes. It speaks Kazakh, Russian and English, detects the language of the incoming message and answers in it, both in chat and on calls. Switching also works inside one conversation, with no button and no request from the customer.

What happens when a customer writes in two languages at once?

That is the most common case in Kazakhstan and the weakest spot of any model. The agent copes if it was trained on your own conversations, where that mix already exists. On literary textbook text it errs more often, which is why we insist on training from real dialogue.

Does the agent understand transliteration and Kazakh words in Russian letters?

Worse than proper Cyrillic with ә, ө, ү, ұ, қ, ғ, ң, і, but it does. Quality here depends directly on whether those spellings appeared in the conversations the knowledge base was built from.

Do we need a separate knowledge base in Kazakh?

Preferably. If the material exists only in Russian, the agent translates on the fly and the answers come out as calques. For industry terms it is worth assembling a glossary: in insurance, medicine and finance there are often several competing Kazakh variants.

How do we test a vendor's Kazakh before buying?

Take twenty real conversations from your WhatsApp: five literary, five with mixed speech, five in transliteration, five with your terminology. The main criterion is not how nice the answer sounds but whether it is correct: a good agent asks again or calls a human on a question it did not understand.