Using Translation Optimization in Language I/O Parallel Translation for Chat, Tickets, and Messaging
This article describes how translation optimization works in Language I/O Parallel Translation for for Chat, Tickets, and Messaging. 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.
Translation Optimization is a feature available in Language I/O Parallel Translation for for Chat, Tickets, and Messaging from version 3.2.12 and later.
Note: Translation Optimization is not enabled by default. You can enable from the Support App Settings.
Using translation optimization
How it works
- When you accept a session and launch the Language I/O app, you can see a new “Translation Optimization” toggle next to “Automatically send after translation” if you a are sending a Public Reply in a Ticket or sending an Email in a Messaging session, or next to “Translation on” if you are in a Chat or active Messaging session.
Note: You can manually toggle this feature on and off () during the conversation, as applicable (For more details, see Additional Notes section below). - Translate the outbound message as you regularly would.
- Before the message is translated and sent to the end user, it goes through optimization. This results in a simpler, more direct message that nonetheless preserves the original meaning and intent.
Note: The message is optimized and translated without the need for additional action from the agent. - The optimized text will display where the original message normally does. To see the original text and translation click on “ show translation and original text”. Alternatively, reference the internal notes:
- The end user receives the translation of the optimized message on their end.
Additional notes
- Translation optimization is only available for outgoing messages sent by agents. It does not apply to incoming messages sent by end users.
- Translation optimization is only available for English at this time.
- The message is optimized and translated without the need for additional action from the agent. This means that it is not possible to only optimize a message without translating or sending it. However, you can disable source optimization using the toggle ().
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