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

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Language IO Chat: Real-Time Translation of Oracle Service Cloud (OSC) Support Chats

Language IO Chat allows an agent to converse in real-time with customers who speak a different language. Incoming and outgoing messages are automatically translated. 

How does it work?

  1. A chat is received, where the end user speaks a different language from the agent. 
  2. Go to the Language IO Chat tab.
    Chat_-_Load_app2.jpg
  3. Load the add-in.
    Chat_-_Load_app2.5.jpg
  4. The Language IO Chat add-in automatically translates all messages from the end user that have already been received so far. 
    • The customer and agent languages are displayed in different colors for better legibility. You can change these colors to your preference.
      Chat_-_Load_app.jpg
  5. To reply to the message in the Agent's native language, simply type the message. Make sure that the "Translate Before Sending" option is selected, then click Send.
    Translate_before_sending...circled.jpg
    • If there is content that does not need to be translated, or has already been translated, simply unselect "Translate Before Sending" before you click Send.
  6. The message is translated in real-time. Use the "Hide Original/Hide Translation" or "Show Original/Show Translation" to view the transcript.
    Hide_Original.jpg
    Show_Original.jpg
  7. You can access Standard Text by using the F8 key to display the Standard Text Hotkey popup. This allows you to insert Standard Text using predefined shortcuts from OSC. 
  8. To view the conversation from the end user's perspective, the Chat side panel shows only the messages in the end user's language.
  9. After the conversation has ended, most functionality is disabled, but you can still scroll through the transcript and view previous messages:
    View_after_chat_has_ended.jpg
  10. By default, the Language IO translations can be pushed into the OSC Incident and viewed along with the official transcript in the Incident's Messages tab.

Note: Even if there are not any alternate-language interfaces installed on the OSC site, you can still use Language IO Chat. For example: 
 

  • after you set up a list of the languages needed, the end user can select their language from a drop-down menu in the chat launch page,
  • Alternatively, you can create a script to automatically pull the customer language from the web browser,
  • Finally, agents can select the correct end user language after they receive the first chat message, before they load the add-in.

For information about installing and configuring Language IO Chat, or to see a list of configuration options, view the installation guide.

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