How does Language IO act on Translation Quality Estimate (TQE) scores

The Translation Quality Estimate (TQE) is a Language IO feature that allows organizations to define quality thresholds for Machine Translation.

There are two ways to use of TQE:

• Translation Quality Human Failover: If the quality of a given translation falls under this threshold, the agent receives a prompt that gives them the choice to either send the text to a Human Translator for review, or proceed with the original translation. The Human review step is entirely optional.
• Translation Quality Machine Translation Failover: If the quality of a given machine translation falls under the defined quality threshold, the system uses a second machine translation engine to do a retranslation automatically. The retranslation is then also evaluated. The engine returns the translation that has the higher score.

The Translation Quality Estimate is not enabled by default. Submit a support request to request its installation and define the quality thresholds required.

In this article

• Setting up Translation Quality Human Failover
• Using TQE in Case responses
• Translation Quality MT Failover
• Attachment: List of supported languages

Setting up Translation Quality Human Failover

 You must have Auth in your org to use this feature. To do so, either:

• Enable OAuth, or
• Enable Basic Auth:
  1. Create a user account in Salesforce (or use an existing account) that can login to Salesforce via the API with the permissions required for the Language IO Case application.
     • The account must have edit permissions for the following fields:
       Case.Description
       Case.Subject
       Task.Related To
       Task.Comments
       Task.Due Date
       Event.Related To
       Event.Description
  2. Share the username and password of the Salesforce user account, along with its token, with Language IO Support so that it can be securely stored and connected to your Language IO account.

Once TQE is set up in your org, you can see a new custom setting in the Language IO Response Public Settings, called "Disable TQE":

(Click to enlarge)

Using TQE in Case responses

TQE works for outgoing emails. These are the emails that your agents send in response to customer queries. If, after analysis, the translation of an outgoing email falls below the defined quality thresholds, the following message pops up:

Agents can hover on the question mark icon to see a tooltip that gives more context:

Agents can disregard the prompt with a click on "Dismiss". This keeps the provided Machine Translation and they can proceed with their case and send this translation as an email.

If the agent clicks on "Accept", it sends the translation to review (RHT - Rapid Human Translation).

Once the translation is ready, the "Body Status" changes to show it is complete:

Translation Quality Failover

With the Translation Quality Failover, if a machine translation falls under the defined quality threshold, the system uses a second machine translation engine to do a retranslation automatically. The retranslation is then also evaluated.

The engine returns the translation that has the higher score. This means that:

• if the retranslation has a higher score than the original translation and is above the defined quality threshold, the engine returns it to the user.
• if the retranslation has a higher score than the original translation but is also below the defined quality threshold, the engine returns it to the user and the user sees a prompt that alerts them that the translation falls under the defined quality threshold.
• if the original translation has a higher score than the retranslation, the engine returns the original translation to the user and the user sees a prompt that alerts them that the translation falls under the defined quality threshold.

The entire process is automatic with no agent action required.

Attachment: List of supported languages

The attached file contains a list of the languages supported by TQE.