Chat in Browser UI: Language Translation Powered by Third-Party Services

Agents that handle chats in the Browser UI, now have access to third-party Language Translation services during live chat sessions. When a third-party Language Translation service is enabled, the Agent receives inbound messages from the customer in the language that is set on the Interface. And customers can send and receive messages from the agent, in their preferred language.

An example of the third-party configuration for the Chat Language Translation feature

An example of the third-party configuration for the Chat Language Translation feature

Business Value:

Chat Agents are more efficient through the use of artificial intelligence.

Steps to Enable

System Requirements:

  • Engagement Panel version 17+ must be deployed for the site:
    • To understand the Engagement Panel version that is generally available, check here in Answer ID 12531: Chat Engagement Panel in BUI
    • If Engagement Panel version 17 is not generally available, then email Jessica Bradley (jessica.bradley@oracle.com) to have your site upgraded
      • There is no downtime associated with this update
      • First, we will enable Engagement Panel version 17 on your test site, then on your production site at a day/time of your choosing
  • This feature does not require a CX update

Configuration Steps for Chat Administrators:

  1. Configuration details can be found at cx.rightnow.com by searching for "Requirements to configure Language Translation for Chat" or Answer ID 12842
  2. Helpful definitions:
    1. Language Detection Connection: Detects the preferred language of the customer, recognizing the language based on the messages posted during the live chat session. Also, defines the language that outbound agent messages will be posted in
    2. Language Translation Connection:  Provides the translated text to the agent during the live chat session
  3. First, the Administrator defines the Chat Translation connection within External Objects
  4. Second, the Administrator configures the feature within the Administration page of the Browser UI
  5. Once this configuration is complete, then the agents defined in the Profile Access field can utilize the Language Translation feature in Chat

Configuration Steps for Chat Agents:

  • Once enabled by the Administrator, this feature is automatically enabled for Chat Agents
  • Once enabled by the Administrator, Chat Agents have the ability to disable the Language Translation feature within their Personal Preferences

Tips And Considerations

A helpful answer can be found at cx.rightnow.com by searching for "Requirements to configure Language Translation for Chat" or Answer ID 12842.

Access Requirements

  • Chat Administrator
  • Chat Agent