Configure live translation for a queue

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.

The Avaya.cx system, 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, the system 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.

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.

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.

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.

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.

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 the system, the customer, and your queue user.

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 the system which language they prefer to use.