Configure live translation for a queue
This article explains how to configure live translation for a queue.
In this article
In Edify, live translation is a powerful feature for empowering your queue teams that work with a diverse customer base.
Edify CX offers live text translation and transcription capabilities in 108 languages, all powered by a built-in machine learning engine. This feature streamlines the conversations you have with customers by eliminating language as a barrier to providing excellent experiences via voice, SMS, and web chat.
Regardless of the language or channel that your customers use, queue users working in a queue configured for live translation automatically receive messages from customers in their preferred language. In addition, queue users’ responses are automatically received by the customer in their preferred language.
Live translation is available for configuration through workflows. This enables administrators to continuously iterate on a translation workflow rather than having to rely on technical support.
How does live translation work?
Edify CX, through workflows, detects a customer’s native language before the start of a live interaction. Then, it begins translating for the queue user as necessary.
For example, take an interaction where:
The queue user speaks English with limited proficiency in Spanish; and
The customer is a native Spanish speaker with limited proficiency in English
In this scenario, Edify can transcribe and translate inbound audio from Spanish to English. This means that the queue user is able to better understand the customer. It also reduces the need to staff multilingual queue users.
Benefits of using live translation
Edify CX’s real-time transcription and translation capabilities offer a range of benefits, including:
Improves first call resolution (FCR) and average handle time (AHT) as any customer can converse with any agent regardless of language, dialect, or accent.
Eliminates the need for staffing multilingual agents.
Elevates user and customer experiences by enabling them to select their preferred language from a pull-down menu for each conversation.
Eliminates frustration and friction for everyone across the experience spectrum.
Enables stellar employee and customer experiences across the globe.
These are just a few of the powerful reasons why live translation can help your contact center team.
Examples of live translation
Live voice translation
Below is an example of how live translation works while a queue user is talking with a customer during a phone call interaction in the queue.
Live SMS / MMS translation
Below is an example of how live translation works while a queue user and customer are texting each other during a text interaction in the queue.
Live web chat translation
Below is an example of how live translation works while a queue user is chatting with a customer during a web chat interaction in the queue.
Configure live translation for your account
Follow this three-step process to implement translation for your queue users
Build a translation workflow
Configure queue settings
Configure user settings
The process for setting up live translation for your account requires configurations to be made to the Users, Workflows, and Queues workspaces of your account.
If you do not have access to these workspaces, have your Edify administrator make the appropriate changes to your user permissions.
Once you’ve built the workflow, updated the settings for each queue that’s using live translation, and checked that all users have a primary language set, your account is live with this feature. This means that when customers reach out to your contact center team, your teams can interact with the customer through translated engagements.
Let’s briefly look at each step of the process.
Step 1: Build a translation workflow
First, you need to build a translation workflow, which is an event workflow that needs to be connected to the desired queue.
The logic of this workflow includes linking together these modules in this order:
Detect Language module
Publish Message module
Once the workflow is built, configured, and published, it is now ready to be connected to the specific queue(s) requiring the use of live translation.
Step 2: Configure queue settings
After you’ve published the translation workflow, navigate to the queue that you want to configure live translation for. When viewing the queue’s settings, you need to configure a few settings based on the communication channels managed in that queue.
Remember that you must repeat this configuration process for all the queues that are using live translation. If a queue doesn’t have these settings configured, the live translation feature won’t function properly for that queue.
You need to configure two specific queue containers:
Live Transcription toggles: The Live Transcription User toggle is for transcribing/translating your own team’s side of the conversation and the Live Transcription Customer toggle is for transcribing/translating the customer’s side of the conversation.
Message Workflows container: Add the published translation workflow to each message type in the container and save it. This provides a translation for messages from Edify, the customer, and your queue user.
Live transcription toggles
Message Workflows container
Step 3: Configure user settings
Now that the queue is configured, you need to confirm that your users are set up appropriately for live translation. To do this, ensure that each user has set their primary language in the system. This field is located in the Basic container of their user settings and tells Edify which language they prefer to use.