Environment:

Language Translation for Chat

Chat, Browser UI

Oracle B2C Service

Resolution: 

The Language Translation feature empowers Chat Agents to engage seamlessly with customers who speak different languages, ensuring smooth and effective communication. To enhance the accuracy and effectiveness of real-time Chat Language Translations, a new Feedback feature is available. The Feedback feature allows Chat Agents to provide direct input on translations during live chat sessions by using a like/dislike button within the Browser UI (BUI).

Please Note: This feature is not available for Oracle B2C Service sites deployed in Oracle U.S. Government data centers.

Chat Agent: Experience in the Browser UI

• Given the Chat Language Translation feature is enabled for the Agent’s profile
• And Agents are handling chat sessions within BUI
• When Agents receive translated messages
• Then a like/dislike button appears within the translated message
• Then the agent can provide positive feedback by clicking the like button (thumbs-up)
• Then the agent can provide negative feedback by clicking the dislike button (thumbs-down)
   

Details of the Chat Agent Experience:

• When the Feedback feature is enabled, then the language translation button appears next to the Feedback buttons within the translated message bubble
  • If the agent clicks the language translation button, then they see the customer’s message in the customer's preferred language
• The agent is not able to select both Feedback buttons at the same time
• If the agent makes a selection, then changes their mind and selects the other button, then the value is recorded with each click
   

Chat Administrator: Feature Configuration

System Requirements:

• Engagement Panel v18+ is required for this feature. Please contact Jessica Bradley jessica.bradley@oracle.com to have your site updated
• The Chat Language Translation feature must be enabled
  • And, an External Objects integration is in place
  • And, an AI service to provide the language translation is in place
  • And, the agent’s Profile must be configured to use the Chat Language Translation feature
• This feature does not require a CX upgrade
• This feature does not require a feature flag
• This feature is available beginning on May 23, 2025
   

Step 1 - Create the integration within External Objects

Follow the steps in this documentation to create an External Object/Integration.
 

Step 2 - Configure the feature

1. Log into the Browser UI
2. Go to the Navigation menu (upper-left corner)
3. Go to Configuration > Site Configuration > Administration
4. Go to “Chat Configuration”
5. Go to “Live Chat Configuration”
6. Go to “Chat Translation"
7. Select the connection for the existing Chat Language Translation feature
8. Go to the Configuration tab and select “Customizations”
9. Go to the “Feedback Extensibility Action” field
10. Enter the “Name” of the registered action from BUI Extensions, so that agent feedback is created & stored
     

Step 3 - Save your changes

Stay tuned! Detailed guidance on reporting for the Language Translation Feedback feature in Chat will soon be available on our B2C Service Development blog.

For more information about the Chat Language Translation feature, please review Answer ID 12842: Requirements to configure Language Translation for Chat in the Browser User Interface.