Using the Optimization Quality Estimate (OQE)

How it works

Optimization QE works for outgoing messages. These are the messages that your agents send in response to customer queries. When Translation Optimization is enabled, outgoing messages pass through a Large Language Model routine that lightly alters the source content to increase the likelihood of a high-quality machine translation. With Optimization QE, if after analysis, the optimized message falls below defined quality thresholds, the optimization operation is cancelled and the original, non-optimized message is sent for translation instead.

Setting up Optimization QE

Optimization QE is not set up by default. Submit a support ticket to request its installation. Consult with your Customer Success Manager to define the quality thresholds required. You must have Auth in your org to use this feature. To do so, either:

• Enable OAuth, or Basic Auth.
• Share the username and password of the Salesforce user account, along with its token, with Language I/O Support so that it can be securely stored and connected to your Language I/O account.

Once Optimization QE is set up in your org, you can see a new custom setting in the Language I/O Chat Public Settings, called "Disable Optimization QE".