Configure live translation for a queue

Get Started > Configure live translation for a queue

This article explains how to configure live translation for a queue.

In this article

Introduction to live translation

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 powered by its built-in machine learning engine. This feature serves to streamline the conversations you have with customers by eliminating language as a barrier to provide excellent experiences via voice, SMS, and web chat.

Regardless of the language or channel that your customers use to converse with your business, queue users working in a queue configured for live translation automatically receive messages from customers in their preferred language. In addition, the queue user’s response is automatically received by the customer in their preferred language. Live translation is available for configuration inside Edify CX’s workflow tool; enabling admins to create and iterate on campaigns using an intuitive drag-and-drop interface rather than having to rely on extensive technical support.

How live translation works

When configuring live translation on your account, this is the foundation of how it works.

Edify CX, through workflows, detects a customer’s native language before the start of a live interaction and begins translating for the queue user as necessary.

For example, if the queue user is an English speaker with limited proficiency in Spanish, but a customer is a native Spanish speaker, the inbound audio is transcribed and translated from Spanish into English. This ensures the customer’s needs are instantly understood without confusion and effectively eliminates the need to staff multilingual agents.

Voice live translation example

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.

SMS/MMS live translation example

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.

Web chat live translation example

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.

Benefits of using live translation

Edify CX’s new 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.

Configure live translation for your account

Follow this three step process to implement translation for you queue users:

  1. Build a translation workflow

  2. Configure queue settings

  3. Configure user settings

The process for setting up live translation for your account requires configurations 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.

User permissions required to follow this 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:

  • Start module

  • Detect Language module

  • Translate module

  • Publish Message module

  • End 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.

For workflow module documentation, see the Workflow module library.

Step 2: Configure queue settings

After the translation workflow is published, navigate to the first queue that you’re ready to configure for live translation. When viewing the queue’s settings, you need to configure one to two settings based on the communication channels managed in that queue.

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.

Live translation for only voice or both voice and messaging interactions

When you want live translation available for a queue that manages either only voice or both voice and messaging interactions, you need to configure two specific queue containers. These are the two containers and their configurations: enable the Live Transcription toggles of the Queue container and also add the published live translation workflow to the Message Workflows container.

Left: Live Transcription toggles in the Queue container on
a queue's settings page in Edify Console.

Right: The Message Workflows container in the Queue container on
a queue's settings page in Edify Console.

  • 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 translation for only messaging interactions

When configuring the queue to have live translation available only for messaging interactions, then you don’t need to configure any queue settings since there isn’t an audio line that’s being transcribed.

So, this means you only need to add the published live translation workflow to the Messages Workflow 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.