Overview: Detect Language workflow module (Console)

This article explains the function of the Detect Language module in Workflows in Console. 

In this article

Overview

The Detect Language workflow module uses the spoken or typed message to determine which language the person is using. The system uses the detected language to eliminate language barriers between the customer and queue user. More specifically, once the language is detected, that data is stored as a variable in the workflow session for the system to refer back to as necessary, like for when you want to send this data to another system with a Webhook module or build a report with it, and more. 

However, this module is most commonly used when building a translation workflow for configuring your queues for real-time translation.

How it works

The Detect Language module allows the system to compare the spoken/written language to a database of over 100 languages in order to determine the language being used by that person. 

Customers can contact your business in a variety of communication types, including calling, SMS messaging, and web chatting. Regardless of the communication channel, the Detect Language module is built to identify the language that is being used and update the workflow session data with that information. the system then proceeds by determining if the message needs to be translated or not.

This process is dynamic and changes as the parties switch languages. This means that the customer can switch from Spanish to Portuguese in the middle of an interaction and thr system knows to then display exchanges in Portuguese instead of Spanish going forward. If the customer switches back to Spanish, the translation reverts back to Spanish, too.

Configuring this module

The Detect Language module is used in tandem with a series of other modules to create a translation workflow. Then, the published translation workflow is then linked to all the queues that are using live translation. These are the steps for how you set up your account for translation.

To effectively implement the Detect Language module for this scenario, construct a workflow in this way:

Start module > Detect Language module > Translate module > Publish Message module > End module 

Translation workflow example

Let’s walk through how this workflow would flow from the lens of a web chat interaction. 

In this scenario, the workflow begins by detecting the customer’s language based on the web chat sent in. Automatically, the system detects the language that the customer is using.

Once the language is detected, the Translate module processes the customer’s web chat by translating it into all the targeted languages needed for the queue users managing interactions hosted in this specific queue. After the web chat message has been translated, the workflow proceeds by publishing the translated message to the feed tab of the interaction in the queue user’s preferred language.

Visual breakdown

Exterior structure

Interior structure

The interior of the Detect Language module does not have configurable settings other than renaming the module itself. Therefore, you do not need to set any data in this module for the system to detect and store the customer’s language.