How can I configure Language Translation for chat in the BUI?

As of the 24C release, the “Language Translation for Chat” feature is now generally available. Agents handling chats in the Browser UI, can have access to a third-party or the Oracle language translation service during live chat sessions. The language translation feature makes it easy for Chat Agents to communicate with customers who speak a different language. The language translation feature appears within the chat Engagement Panel, and is automatically enabled for agents based on how the Administrator configures the feature.

In the initial release of this feature, the translation service was provided by Oracle Cloud Infrastructure; starting in 24C, it is now possible to configure a third-party service to provide the language translations.

If you are interested in learning more about the OCI Language Translation service,

• You can explore this documentation on supported languages: https://docs.oracle.com/en-us/iaas/language/using/translate-text.htm
• For a cost estimate and information on how to purchase the Oracle Cloud Infrastructure AI Services for Language Text Translation, please contact your Oracle Sales Account Manager

Chat Agent: Experience & Preferences

Overview of the Chat Agent Experience: 

• Given the Language Translation service is enabled by the Administrator 
• When Agents receive inbound messages from customers
• Then the Agent sees the inbound messages in the language that is set on the Interface
  • And all outbound messages are composed & posted to the chat transcript in the language that is set on the Interface
• Then the Customer receives messages from the Agent in their preferred language
  • And all outbound messages are composed & posted to the chat transcript in the Customer’s preferred language
• For example: If the customer's preferred language is Spanish, and the language set on the interface is English, then the agent sees the customer's messages in English and the customer sees the agent's messages in Spanish

Chat Agent Preferences: 

• 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 Preferences menu
  • From within the Browser UI
  • Go to the Agent Avatar
  • Select “Preferences”
  • Go to the "language translation" control 
  • Now disable the feature
• Troubleshooting: If the agent expects to see the language translation feature enabled within the chat panel, and the feature does not appear, then the administrator needs to configure the feature to include the Profile of the agent

Details of the Chat Agent Experience: 

• Given the Language Translation feature is enabled for the agent’s Profile
• Given the agent has not manually disabled the feature within their Preferences menu
• When there is an active chat session within the Browser UI
• Then the agent sees the Language Translation button within the Chat Header, and the tooltip provides the customer’s preferred language
  • When the Language Translation button is clicked, then the feature is disabled for this specific chat session
  • If the customer’s language is not supported, then the button appears disabled and the tooltip indicates the feature is disabled
• Then the chat subject is shown to the agent in the language set on the interface
  • If there is no chat subject provided, then the translation feature continues to work for the agent
  • If the customer’s language is not supported, then the subject appears in the customer’s preferred language, and the tooltip indicates the language cannot be translated
• Then the agent receives the customer’s messages in the language set on the interface
  • And a button appears next to the chat bubble, within the transcript
  • If the agent clicks the button, then they see the customer’s message in the customer's preferred language
  • If the customer’s language is not supported, then the agent receives messages from the customer, in the customer's preferred language
• Then the messages the agent sends to the customer are posted into the chat transcript, in the language set on the interface. The customer receives the messages in their preferred language
  • And a button appears next to the chat bubble, within the transcript
  • If the agent clicks the button, then they see their message in the translated text (in the customer's preferred language)
  • If the customer’s language is not supported, then the agent’s messages are not translated for the customer and the language translation button does not appear next to the chat bubble within the transcript
• If the active chat goes into wrap-up mode, then the language translation feature is disabled for this specific chat session
• There are two related buttons in the Public Response bar
  • A language translation button that can disable or enable the translation of the agent’s outbound message
    • If the Language Translation feature is enabled for the agent, then clicking this icon will prevent the agent’s message from being translated (this is equivalent to manually disabling the feature for the agent’s outbound messages). This can be helpful if the agent copies a snippet of information that is already printed in the customer’s preferred language. So, if the customer’s preferred language is Spanish, and the snippet is in Spanish, then there is no need for the agent to have this snippet translated into Spanish a second time
    • When the button is clicked a second time, then the translation is enabled again, and any messages sent by the agent are translated into the customer’s preferred language
  • A preview translation button that shows the agent a translated version of the text they are about to send to the customer (appears to the agent in the customer’s preferred language)
  • If the customer’s language is not supported, then the agent does not see the language translation buttons in the Public Response bar
     

Chat Administrator: Feature Set-up & Configuration

System Requirements for the Language Translation feature:

1.       Engagement Panel version 17+ must be deployed for the site:

a) To understand the Engagement Panel version that is generally available, check here in Answer ID 12531: Chat Engagement Panel in BUI

b) If Engagement Panel version 17 is not generally available, then email Jessica Bradley (jessica.bradley@oracle.com) to have your site upgraded

                          i.  There is no downtime associated with this update

                         ii.   First, we will enable Engagement Panel version 17 on your test site, then on your production site at a day/time of your choosing

2.       A CX update is not required in order to enable this feature

Configuration Details:

Helpful definitions:

• 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
• Language Translation Connection:  Provides the translated text to the agent during the live chat session

First, define the Chat Translation connection within External Objects

1. Follow the steps in this documentation to create an External Object/Integration: https://documentation.custhelp.com/euf/assets/devdocs/buiadmin/ExternalObjects/topicrefs/t_configure_connex_bui.html 
2. Please note, that the following fields are required:

Name
Enabled
Base URL
Integration Type
Authentication Type
Tenancy OCID
User OCID
Fingerprint
Private Key

Second, configure the feature within the Administration page of the Browser UI

1.   Log into the Browser UI

2.   Go to the Administration page

3.   Go to “Live Chat Configuration”

4.   Go to “Chat Translation

5.   When the Chat Translation configuration page opens for the first time, choosing the ‘Chat Translation' tile creates a flow and all fields are            empty. Once saved, choosing the 'Chat Translation' tile opens a saved entry with completed fields

6.   Complete the following fields:

a.  Name: Provide a name for this connection with your chosen language translation service. This name displays in the list of Chat                 Translation connections

b.  Language Detection Connection: This is a required field. Provide a name for this connection. The Language Detection Connection          is the component of this feature that

                                      i. Detects the preferred language of the customer, recognizing the language based on the messages posted during the live                                                 chat session

                                     ii. And defines the language that outbound agent messages will be posted in

c.  Language Translation Connection: This is a required field. Provide a name for this connection. The Language Translation                       Connection is the component of this feature that provides

                                       i. The translated text to the agent during the live chat session

                                      ii. The translated text to the end user during the live chat session

d. Notes: If helpful, add a description for this connection

7.       The following fields are automatically updated when creating this connection:

a. Created: The date and time when this connection is created

b. Created By: The administrator that created this connection

c. Updated: The date and time of the most recent update to this connection

d. Updated By: The administrator that most recently update to this connection

8.       Configuration for “Profile Access”: For each interface, define the profiles that have access to the Language Translation feature for Chat

a.  Use the drop down menu to select the interface

b.  Use the shuffle control to select the profiles for which this feature is enabled

                                             i.  To give access, highlight the Profile and click the arrow pointing to the right

                                             ii. To remove access, highlight the profile on the right side and click on the arrow pointing left

c.  Note: A profile can only be added to one Language Translation connection. If a profile is granted permission to a Chat Translation connection, then it is disabled and cannot be added to the new Thread Translation connection

9.       Configuration for “Customizations”: Extensibility is supported for this feature. Extensibility can be used for options such as logging, and to             create an option for the agent to provide feedback on the translation

a. Convert Request Extensibility Action – Name of registered action (from extensibility). Formats all requests going to the translation endpoint

b. Convert Response Extensibility Action – Name of registered action (from extensibility). Formats all responses going to the translation endpoint

c. Logging Extensibility Action – Name of registered action (from extensibility). Logs the translation endpoint

d. Feedback Extensibility Action – Name of registered action (from extensibility). It is possible to create and store the agent’s feedback about the quality of the language translation

10.   Save your changes

Once this configuration is complete, then the agents defined in the Profile Access field can utilize the Language Translation feature in Chat.

To prevent the translated text from being shared with the customer: 

There is a new custom configuration to control whether the translated messages are included in the transcript that is sent to the customer. By default, the transcript with the translated text can be sent to the customer. For example

• When the config verb is not created, and the Language Translation for Chat is engaged during a live chat session, then the translated version of the chat transcript is included in the incident
• When the config verb is created & enabled, and the Language Translation for Chat is engaged during a live chat session, then the translated version of the chat transcript is included in the incident

To prevent the translated text from being shared with the customer, then create this new custom config…

• Name: CUSTOM_CFG_CHAT_INC_INCLUDE_TRANSLATED_MESSAGES
• Data Type: Yes/No
• Type: [Site or Interface]
• Required: Yes
• Default: No
  …And set the value to NO. When this config verb is created and set to NO, and the Language Translation for Chat is engaged during a live chat session, then the translated version of the chat transcript is not included in the incident.