Digital DX AI offers automatic language translation in conversational and search modes. It enables your bot to answer your international visitors in any language while end user requests are served from one knowledge base in one language. This feature helps the multilingual support of knowledge bases that frequently change without the need of having to provide the translations as well. The translation engine supports more than 46 languages. The quality of Digital DX's automatic translation is almost as high as if you used a dedicated knowledge base per language.
Customers can switch between viewing the original bot or agent message, and the translated version of the message provided by GeoFluent. By using the toggle displayed above the input filed at the bottom of the widget, customers can check the original message in case of unclear translations. Currently, this toggle is always switched on.
GeoFluent supports the following languages in the chat window:
Afrikaans* | Arabic* | Bengali* | Bulgarian* | Chinese (Simplified)* | Chinese (Traditional)* |
Croatian* | Czech* | Danish* | Dutch | English (UK)* | Finnish* |
French | French (Canadian)* | German | Greek* | Hebrew* | Hindi* |
Hungarian* | Icelandic* | Indonesian* | Irish* | Italian | Japanese |
Kazakh | Korean | Lithuanian | Malay* | Norwegian (Bokmal)* | Norwegian (Nyorsk)* |
Polish* | Portuguese* | Portuguese (Brazilian)* | Punjabi* | Romanian* | Russian* |
Serbian | Slovak* | Spanish | Swedish* | Tagalog | Thai* |
Turkish* | Ukrainian* | Vietnamese* |
* You need to translate the branding of the chat windows.
To set up auto-translation, contact your Customer Success Manager with the following information at hand:
Once your GeoFluent account is set up for your Digital DX AI account, all your conversational widgets can provide live translations. To enable it, you must set up a language selector as follows:
At the beginning of a chat session, customers can select their language in the widget. When the chat is channeled to a human agent, Digital DX Agent receives the selected language value from Digital DX AI and automatically offers the relevant GeoFluent translations.
Auto-translation in Digital DX Agent takes the following parameters into account:
If the agent and the customer share a common language, then there is no need for translation 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.
When auto translations for conversational mode is enabled for an account, you can run reports on three new fields in the Automatic translation section of the Admin Center > Reports page:
You can group reports by the Auto-translated and Query language options.
You can generate reports on GeoFluent-based auto-translation on the page of the AI Console. You can select the following report fields from the Automatic translation category:
If GeoFluent translation service is used and it fails to translate the response, a message is displayed that the translation service is not available. The user can then resend the request.