Set up auto-translation
With auto-translation, messages between customer and agent are translated in real-time, thus allowing both parties to chat in their own language if the language pair is available.
This feature requires a GeoFluent subscription that you can acquire by contacting Lionbridge. Lionbridge will provide you with the account key and secret you need to start using auto-translation.
How does auto-translation work?
Auto-translation takes the following parameters into account:
- Customer language: Determined by the chat window's language setting or the language the customer selected on the pre-chat form. You can define chat window language defaults in the chat window configuration.
- Agent languages: The languages the agent speaks, prioritized by fluency level. Configured in the agent settings.
- Language pairs: The translation pair is supported by your GeoFluent subscription.
If the agent and the customer share a common language, translation is not needed and it is switched off by default. Otherwise, if none of the agent languages match the customer language and the language pair is available, messages are translated automatically.
How to configure your GeoFluent subscription and enable auto-translation per chat window
Notes:
- GeoFluent is a third-party service. Your content is maintained in a secure, private workspace and never enters the public domain. Messages are transmitted via secure protocols only.
- Customers are notified in a system chat message if messages are being auto-translated.
Auto-translation in Digital DX AI-enabled chat windows
When you use a Digital DX AI-enabled chat window, you must have the Geofluent Auto-Translation for Conversations widget feature enabled on your Digital DX AI account. Please contact your Customer Success Manager to enable this feature.
Additionally, if your customers can also escalate chats to a live agent, you must create a welcome article in the AI Console so that customers can select their language. For more information, see the How to use Geofluent for auto-translation.