What is the Language I/O Translation Optimization feature?

The purpose of this article is to give a brief introduction to the Language I/O Translation Optimization feature. As of February 2024, this feature is currently available in Salesforce Chat, Salesforce Messaging, Zendesk Chat & Tickets (Parallel), and as a parameter in the the Language I/O API's Translate endpoint, with more integrations to follow.

What is translation optimization?

Translation optimization is a Language I/O feature where an agent's message passes through a Large Language Model routine that lightly alters the source content to increase the likelihood of a high-quality machine translation. This process is designed to preserve the tone and meaning of the agent's original message.

What is it for? 

Translation optimization can be useful when you want to ensure the consistency and quality of translations, for example when you have a large pool of agents who may use different styles to address users. Automated optimization can help you use consistent language while saving on training costs.

Example

Suppose that an agent enters the long introduction below. Note that in addition to being verbose, the message also contains two typos. Using translation optimization, the source is processed before translation so that the text that is actually translated is correct and much more straightforward:

1. Original message: "Hi, this is John, Let me give a quik look over on your chat with our Chatbot you had earlier so I can get up to speed, and that way you won’t have to give me all the details you already provided. Please give me just a few seconds and I’ll be right back to contniue our conversation."
2. Optimized message:"Hi, this is John. I'm going to look at your chat with our chatbot so I can understand what's going on. That way, you won't have to repeat yourself. Please give me a few seconds and I'll be right back."
3. Translation: "Bonjour, c'est John. Je vais regarder votre conversation avec notre chatbot pour comprendre ce qui se passe. Ainsi, vous n'aurez pas à vous répéter. S'il vous plaît, donnez-moi quelques secondes et je reviens tout de suite."

The translation optimization feature is not enabled by default. Your Customer Success Manager can help you assess whether source optimization is a good fit for your workflows.

Cost

The translation optimization feature is charged by the number of words in the original message. This means that, if your original message contains 500 words, but only 400 are translated or returned by optimization, you are charged for the original 500.

The translation optimization feature is only available for English at this time.

Related articles

• Enabling Translation Optimization in Salesforce Chat and Messaging
• Using Translation Optimization in the Language I/O plugin for Salesforce Chat
• Using Translation Optimization in the Language I/O plugin for Salesforce Messaging
• Using Translation Optimization in Language I/O Parallel Translation for Chat, Tickets, and Messaging
• API Route: Translate