Overview: Translate workflow module (Console)

This article explains the Translate workflow module in Console.

In this article

Overview

The Translate workflow module enables Hammond to translate all customer, queue user, and system messages exchanges into the language people need during a live interaction. This happens in real time. Overall, use this module to create an experience where everyone is communicating in their preferred language in real time.

This is how it works. Once a queue user accepts an interaction that is configured for translation, the system automatically translates the message to all configured languages and displays in the default system language of English. If the queue user prefers to engage in a different language, they can manually set it by selecting the preferred language from the languages menu located above the feed of the interaction. 

Once the language is defined, the queue user will automatically have messages translated to their preferred language. This is also the case for customers and any viewers of the interaction, like managers and coaches, so they are reviewing and monitoring the interaction in their preferred language.

The use of translation in your queues is a valuable feature. It allows your teams the ability to overcome language barriers effortlessly. This is beneficial in empowering your teams to manage interactions no matter the language of the customer while simultaneously reducing handle time and unnecessary transfers.

Common use cases for the Translate module

Below are some common use cases for using the Translate module:

• Increase first call resolution rates and similar KPIs: Implementing the translation process into your queues empowers your queue users to automatically translate customer’s messages on first contact. This reduces the stress of misunderstanding the customer and the need for unnecessary transfers. This can assist in improving KPIs like handle time, first call resolution, and customer satisfaction, and overall sentiment of the interaction itself. 

• Coaching: The implementation of translation helps queue managers coach more effectively. This allows queue managers to easily view and review interactions in their preferred language, which can differ from the primary language of the queue user(s) who managed the interaction. 

• Reduce human resource costs: The implementation of translation allows you to streamline staffing and training. This reduces financial impact as it requires minimal training for queue users to utilize the translation services while also reducing stress of recruiting and hiring additional queue users only to accommodate language needs.  

How it works

This module enables the system to quickly translate the communication with an interaction in real time. This means that it translates these perspectives of the conversation:

• Customer: the customer’s inbound message to the languages configured to the module

• Queue User: the queue user’s outgoing response to the customer’s needed language

• System: the system messages posted to the feed tab, like interaction events, statue changes, and more

Overall, this module translates all directions of communication in real time to ensure information is presented in the language the person needs.

Here’s an example of how this works: 

Imagine that your business supports customers from all over the world who speak a variety of languages. You have queue users who manage interactions in the US, Mexico, and France. 

Because of this, you want to ensure that your queue users are able to assist any customer that’s speaking any language, without needing to transfer customers around or to hire and train more staff in order to support customers in these countries.

Configuring this module

The Translate 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 configure your account for translation.

To effectively implement the Translate 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. So, in this scenario, the system translates the customer’s inbound web chat message three times, into these targeted languages: English, Spanish, and French. Once the 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. 

After you’ve configured the modules and published the workflow, you must also configure it to all the queues that are using translation to better serve customers.

Visual breakdown

Exterior structure

Interior structure

The interior of the Translate module provides you access to configure the specific languages you want to quickly translate inbound customer messages to, messages sent from queue users back to the customer, and system messages. 

• Label: The Label field allows you to title the module. This title can be seen from the workflow overview and acts as a quick way to explain the purpose of this module at this point of the workflow.

• Source Language: The Source Language menu allows you to define which language you expect to be spoken/written when this workflow is initiated; this can be the language used by customers contacting your business, the language used by the queue user when responding to the customer, or the default language used by the system when posting automated system messages to the interaction feed. From this menu, you can select a specific language from our list of over 100 languages or you can select ‘Detect language’. The ‘Detect Language’ menu option tells the system to set the source language as the language that’s detected by the Detect workflow module.

• Target Languages: The Target Languages field is where you select the one or several languages that you need messages translated to. This means that each exchange is translated into all languages selected here. There isn’t a limit to the number of languages added to this field, but it’s recommended that you only add the languages you need. This is important because the system translates every message into every language entered into this field and stores those translations to be ready to use them. The system defaults to adding ‘Workflow Languages’ into this field, but you can add any combination of the 100+ languages supported by the system.

  • • Workflow Languages option: The system defaults to adding ‘Workflow Languages’. The ‘Workflow Languages’ option is where you instruct the system to detect the language and then translate each exchange into that language. This translation would be in addition to any specific languages selected. For example, in the image above, the Translate module is configured to translate to English, Spanish, French, and Workflow Languages. If a German speaking customer contacts your business, this Translate module knows to automatically include German translations each time messages are processed because the Detect module identified an additional workflow language of ‘German’.

    • Specific language: Click into the Target Languages field and type the name of the specific language you want to add to the workflow. All messages processed through this workflow are automatically translated to all languages added to this field.