Chat in Browser UI: Configure the Language Translation Confidence Score

An enhancement to the Chat Language Translation feature is now available, providing Administrators the ability to configure a confidence score for detected languages. If the confidence score for a detected language is less than the configured value, then that detected language result is ignored. If the system detects more than one language with a confidence score above what is configured, then the language with the highest confidence score is the language used for the translation.

25B Configure the Language Translation Confidence Score

25B Configure the Language Translation Confidence Score

Business Value:

Artificial Intelligence provides chat agents a more accurate language translation experience

Steps to Enable

  • This update is available in the BUI MAY I release, available on non-production sites on April 17, 2025 and on production sites May 1, 2025
  • The Chat Language Translation feature is enabled. Find more details here in Answer ID 12842: Requirements to configure Language Translation for Chat in the Browser User Interface 
  • Configuration steps for this enhancement "Configure the Language Translation Confidence Score", are included in Answer 12842
  • This feature does not require a CX update
  • This feature does not require an Engagement Panel upgrade

Tips And Considerations

  • More information about this update and the Chat Language Translation feature can be found in Answer ID 12842: Requirements to configure Language Translation for Chat in the Browser User Interface 
  • If the Chat Language Translation feature is enabled prior to April 17, 2025 then this enhancement "Configure the Language Translation Confidence Score" requires configuration. Configuration steps for this enhancement "Configure the Language Translation Confidence Score", are included in Answer 12842
  • If the Chat Language Translation feature is enabled after April 17, 2025 then this enhancement "Configure the Language Translation Confidence Score" does not require configuration
  • The default setting for this enhancement is 75%

Access Requirements

  • Chat Administrator