AI Agent Translation: Bridging Communication Across Languages
Enable AI Translation For Real-Time Translation For Guests & Agents
Overview
In the ever-evolving landscape of communication tools, ChimeV5.AI takes a leap forward with its latest update. This update introduces a groundbreaking feature – ChimeV5.AI.AgentTranslation, designed to facilitate seamless communication between agents and guests, breaking down language barriers in real-time.
Feature: ChimeV5.AI.AgentTranslation
This new feature is a game-changer for Premium and Enterprise tier Chime tenants, offering translation services when agents and guests are connected. However, please note that this feature is not available for Standard tier tenants. To utilize ChimeV5.AI.AgentTranslation, the ChimeV5.AI.Translation feature must be enabled and configured.
Agent Translation Feature in Admin Dashboard
Enable Agent Translation from the Admin Dashboard
Changes to Azure Translation Service Settings
The ChimeV5.AI.Translation feature has undergone a refinement to enhance user experience. The "Test Connection" button now seamlessly tests Azure service settings without reloading the entire settings page. This improvement prevents the loss of recently tested values and resolves issues with the Azure SignalR service.
Azure Translation Admin Settings
Agent Translation uses the Azure Translation service, and this is where you can add those settings
New Features for ChimeV5.AI.AgentTranslation
Tenant-level Language Selection
ChimeV5.AI.AgentTranslation introduces tenant-level language selection, allowing administrators to control language options available to agents. The toggle for "Select Available Languages" empowers administrators to either permit agents to choose from all Azure Translation-supported languages or restrict them to a predefined list.
Agent Translation Configuration
Select the language you want to translate to from the Translation Configuration UI
Agent Language Selection
Agents now have a "Translation Settings" tab in their user profile, enabling them to set their preferred language. Administrators can also manage this preference from the Manager Dashboard or the Agent Dashboard.
Agent Settings
Select preferred language from the Agent Settings UI
Guest Webclient Changes
The guest's preferred language is automatically detected based on their browser language settings shown in Guest.Locale metadata. For testing purposes, this can be overridden through Chrome Dev Tools.
Agent Web Client Translation Metadata
See the Guest’s translation language code from the session details metadata
Agent Web Client Changes
Translation Tab
The agent web client now boasts a "Translation" tab when connected to a guest. Agents can set their preferred language, and this locale is tagged to their connection for the duration of the chat session.
Agent Web Client - Translation Tab
Access the Agent Translation Settings from the agent web client
Real-time Translation
Messages between the guest and the agent are translated in real-time. Whether the language is the same or different, ChimeV5.AI.AgentTranslation ensures clear communication.
Guest Web Client with Translated Message
See how the guest user experience look like when receiving a translated message from the agent translation
Chat Transcript
The chat transcript provides a comprehensive record, showcasing the guest's experience with translated messages received and the original text sent by agents.
Chat Transcript - Translated Messages
See translated chat logs or chat transcript between agent and employees
Architectural Details
ChimeV5.AI.AgentTranslation takes a server-side approach for translation, enhancing simplicity and security. By handling translations on the server engine side, the system avoids exposing API keys to the client, ensuring a more secure environment.
The decision to implement server-side translation simplifies the process of translating plain-text messages exchanged between agents and guests. This approach also maintains a secure environment for API keys, eliminating potential risks associated with client-side exposure.