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

As of the 24B release, we are in the early adopter phase of the new feature “Language Translation for Chat in the Browser User Interface”. Agents handling chats in the Browser UI now have access to the OCI Language Translation service during live chat sessions, so it’s easy 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 is provided by Oracle Cloud Infrastructure; in subsequent releases, it will be possible to utilize a different translation service. Please note:

• At this time, the OCI Language Translation service supports the following languages: https://docs.oracle.com/en-us/iaas/language/using/translate-text.htm

There is a cost associated to the Oracle Cloud Infrastructure AI Services for Language Text Translation. For more 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

Interested in being an Early Adopter of this feature? Please contact Product Manager Jessica Bradley <jessica.bradley@oracle.com> for more information.

Steps to enable the Language Translation feature:

1. Ensure you have Oracle Cloud Infrastructure AI Services for Language Text Translation included in your Service Cloud agreement
2. 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)
3. Configure the feature within the Administration Configuration menu; more details follow in this answer

System Requirements for the Language Translation feature:

1. Oracle Cloud Infrastructure AI Services for Language Text Translation
2. Engagement Panel v17+ is in place (your site will be updated to the proper EP version as part of the Service Request enablement process)
3. A CX update is not required in order to enable this feature

Configuration Details:

To configure the OCI tenancy, within the Browser UI, go to the Administration page > Live Chat Configuration > Chat Translation > 

1. 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
2. For the Interface field, select the Interface(s) for which this feature is enabled
3. For the Profile Access field, select the Profile(s) for which this feature is enabled
4. For the URL field, enter the relevant URL for your OCI tenancy (required field)
5. Enter the information included in your OCI tenancy for the following required fields:
   1. Tenancy OCID
   2. User OCID
   3. Fingerprint
   4. Private Key
   5. Passphrase (not required)
6. 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.