Enabling real-time translation for the Web Messaging widget

This video demonstrates how to enable real-time translation for the Web Messaging widget.

U+ Bank, a retail bank with offices across Europe serves customers who primarily speak French, German, and Spanish. In this scenario a customer named Rebecca Biggs initiates a chat session to update her credit card details. She communicates in Spanish. However, CSR is proficient in only English. With real-time translation enabled, the system translates the messages that Rebecca sends in Spanish into English for the CSR to comprehend. The system translates the English responses from the CSR back into Spanish for Rebecca, which helps ensure effective communication throughout the interaction.

To obtain this outcome, click the Connection tab of your Digital Messaging interface, and then click Manage connections.

In the Digital Messaging Manager window, click the CONFIGURE tab to add a new global configuration by selecting Google translate language service.

In the Name field, provide a name for your language service. For example, Google Translate.

In the API key field, enter the API key for this third-party translation service.

Click Save, and then click Home to go back to the Retail bank web messaging 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.

Turn on the Enable real-time translations switch.

In the Translation service list, select Google Translate.

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 requests for help 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 and, whereas the CSR responds to the translated inquiries in English. The system translates the messages in real time and 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.