Chat in Browser UI: Language Translation powered by OCI

Agents that handle chats in the Browser UI, now have access to the OCI Language Translation service during live chat sessions. When the OCI Language Translation service is enabled, the Agent receives inbound messages from the customer in the language that is set on the Interface. Additionally,

• The customer sends and receives messages from the agent in their preferred language
• The agent sends and receives messages from the customer in the language that is set on the Interface
• For example: If the customer's preferred language is Spanish, and the language set on the interface is English, then the Chat Agent will see the customer's messages in English and the customer will see the Agent's messages in Spanish

Interested in being an Early Adopter of this feature? Please contact Product Manager Jessica Bradley <[e-mail]> for more information.

Examples of the new language translation feature in the Chat Panel

Business Value:

Chat Agents are more efficient through the use of artificial intelligence

Steps to Enable

We are currently accepting Early Adopters for this feature. Please contact Product Manager Jessica Bradley <[e-mail]> for more information.

Step 1: Email Jessica Bradley indicating that you are interested in being an Early Adopter of this feature, please include your test site information (the test site where you expect to test the feature)

Step 2: Once enabled, then you can configure the feature within the Administration Configuration menu. A helpful answer can be found at cx.rightnow.com by searching for "Requirements to configure Language Translation for Chat". Please note that an OCI tenancy is required in order to utilize this feature in the first phase of this feature release

Tips And Considerations

System Requirements:

1. Oracle Cloud Infrastructure AI Services for Language Text Translation (a related OCI tenancy)
2. Engagement Panel v17+ is in place (updated as part of the enablement process)
3. This feature does not require a CX update

Important notes:

• There is a cost associated to the Oracle Cloud Infrastructure AI Services for Language Text Translation
  • Supported languages are listed here: https://docs.oracle.com/en-us/iaas/language/using/translate-text.htm

• In the first phase of this feature, we utilize the following OCI Language services to provide the language translation and in subsequent phases of this feature, we plan to make it possible for you to bring your own language translation solution

  • Oracle Cloud AI Services - Language - Pre-trained Inferencing

  • Oracle Cloud Infrastructure - Language - Text Translation - 1,000 Transactions (First 1,000 Transactions)

  • Oracle Cloud Infrastructure - Language - Text Translation - 1,000 Transactions (Greater than 1,000 Transactions)

• Once enabled by the Administrator, this feature is automatically enabled for Chat Agents

• Chat Agents have the ability to disable the Language Translation feature within their Personal Preferences

Access Requirements

• Chat Administrator
• Chat Agent