1. Language IO
  2. Oracle Service Cloud Desktop / Browser User Interface (BUI) Support
  3. Oracle Service Cloud Desktop / BUI Incidents

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Language IO Response: A Basic Walkthrough

Many options in Language IO Response are configurable, such as default translation type and availability of the re-translation option. For more information, see "Server Configuration Properties" in the installation documentation.

A video demonstration of the product is available here.

How it works

  1. A new incident arrives in your queue (the layout may vary depending on your configuration). From the Subject in the Summary tab, you see that it is in a language that you do not speak.
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  2. Click to select the "Language IO Response" tab. Make sure that “Language” is set to the expected end user's language. If not, select the appropriate language and click Save. If the end user language is set to "[No Value]", Language IO will attempt to auto-detect the language when the first end user message is translated.
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  3. Click Translate next to the customer message to translate it to your language. Whether it is translated by machine or human will depend on your configuration. By default, incoming messages are translated by machine.
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  4. A successful translation appears immediately below the original end user message. If you are not satisfied with the translation, there is a Re-Translate option that you can use to request a human translation.
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  5. Click Respond on the Customer Thread Translation or click the New button, shown by the page icon on the upper left. The agent message editor opens. If you have standard text you need translated, you can access it through the Standard Text button and using its keyboard shortcut.
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  6. Depending on the configuration of your organization, you may be able to select your outgoing translation type. If not, the outgoing translation generally defaults to human. If you see a pop-up that says there is no thread open and askis you to choose a thread type, choose "Response".
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  7. The text you sent in for translation appears in the conversation thread. Machine translations are finished in near-real time, but human translations take longer. You can make a business rule using the LinguistNow Status field to set alerts or events when a human translation is received. 
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  8. When the human translation is received, the LinguistNow Status field at the top changes to "SUCCESS: Human translation complete":
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  9. Once you receive the translation, click Send to copy the message to the "Messages" tab. Language IO can also configure Response to automatically send the message when you click Send.
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  10. By default, Send will simply copy the translated message into the "Messages" tab. You may continue to edit, add links and images, or add untranslated standard text.
  11. After you send the message, go back to the "Language IO Response" tab and click the Refresh button to update the display. Internal agent messages (the English message and its unmodified translation) show with a yellow status bar. The message sent to the end user shows with a green status bar:
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  12. If you only want to translate a part of the message, simply highlight the relevant portion with your mouse before you click Translate:
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  13. The partial translation shows as a separate post. If you need to translate more of the content, you can select another portion of text and click Translate again.
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  14. The Plus and Minus buttons in the upper right-hand corner of the add-in can be used to increase or decrease the text size. The Undock button (next to the +/- buttons) can be used to move the add-in to its own window.
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  15. If you have Language IO Help and there is a pre-translated article you would like to insert, simply navigate to the default (messages) tab in the incident. From there, you can add your translated help article by clicking Search Knowledgebase, then searching for the article you want in English.
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    Once you find the article, search for the Meta Answer ID to find all translations of the article. You can then add the translated article as a link or as text.
  16. To insert pre-translated standard text into your response from the messages tab, click Standard Text and select the appropriate pre-translated standard text. (If your standard text is not pre-translated, insert it at Step 10.)
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  17. If you enter any variable in the response, they are replaced properly when the message is sent.

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