Enabling real-time translation for the Web Messaging widget
The Digital Messaging Service facilitates real-time chat translation through third-party translation providers, which enables seamless two-way communication between customer service representatives (CSRs) and customers across different regions and languages. This feature allows your organization to extend its global reach, fostering stronger relationships with customers in their preferred languages.
Integrating real-time translation into the Web Messaging widget for your Digital Messaging channel interface not only enhances customer satisfaction but also expands the reach of the business services of your organization to a broader audience.
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Transcript
This video shows how to enable real-time translation for the Web Messaging widget.
U+ Bank, a retail bank, has offices in different countries in Europe, and its clients mainly speak French, German, and Spanish languages. Consider a scenario where a customer, Sara Connor, initiates a chat session to update her credit card details. She communicates solely in Spanish. However, CSR is only proficient in English. With the aid of real-time translation, the system seamlessly translates the messages that Sara sends in Spanish into English for the CSR to comprehend. Likewise, the system translates the English responses from the CSR back into Spanish for Sara, which helps ensure effective communication throughout the interaction.
To obtain this outcome, navigate to the Connection tab of your Digital Messaging interface, and then click Manage connections.
In the Digital Messaging Manager window, edit the Web Messaging connection to configure real-time translation for the connection.
Now, click the Language tab.
In the Primary Business Language list, select the language in which the CSR interacts, such as English.
Select the Allow customers to change language from widget header drop-down checkbox to permit customers to select a language from the Web Messaging widget.
There is an Order of consideration for determining language. The Web Messaging widget identifies the language of the customer based on the order of priority listed. If the widget cannot to ascertain the language by using the top three options, it defaults to the Primary Business Language as configured.
Turn on the Enable real-time translations switch.
In the Translation service list, select Google Translate.
Note: The accuracy of the translation depends on the selected service.
In the API key field, enter the API key for this third-party translation service.
In the Customer languages enabled for translations list, select or type one or more languages in which customers interact, such as French, Spanish, and German.
Click Save for the changes to take effect.
Next, test the real-time translation by considering the following scenario to learn how the Case works with a live agent:
A CSR logs in to the Interaction Portal to handle inquiries. A customer initiates a chat session with a live CSR and states that she wants help in upgrading her credit card.
The CSR receives an incoming call from the customer. The CSR accepts the call, and then asks for the full name and Email ID of the customer.
The customer enters her full name and Email ID in the chat window.
The CSR searches for the Email ID and finds the customer. The CSR asks her how he can help.
The customer enters her inquiries in Spanish, whereas the CSR responds to the translated inquiries in English. In turn, the system delivers the CSR responses to the customer in Spanish.
You have reached the end of this video. You have learned:
- How to enable real-time translation for the Web Messaging widget.
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