Language detection and re-detection in the Language IO Inline Translation app
Language Detection
Tickets can only be translated to the language of the agent assigned to the ticket.
This way, even if multiple agents are actively viewing the same ticket, it does not generate multiple translations for the same source text.
If the detected language for the end user is not a language configured for your organization, the following message shows: “Translation is not supported for the language detected.". To solve this, submit a support request.
Language Re-detection
The Language IO Inline Translation application now alerts agents when it detects that they and the end user may be speaking the same language, or when the end user switches to another language mid-conversation. This can happen for example when an end user starts a conversation in Spanish with an English-speaking agent, but they then switch to English themselves during the conversation.
In previous versions, re-detection was automatic but this method could cause issues when the message was a number, email address, date, or short words. Now, the re-detection alert does not activate for these kinds of messages. This is to prevent agents from accidentally re-detecting the wrong language (because the sample size would be too small for an accurate detection).
Instead, the application now compares the source and target texts and sends the alert if it detects that they are identical. This alert message prompts the agent to re-detect the language manually, to prevent potentially unnecessary translations.
When the agent clicks on the customer language code to re-detect the language, and the newly detected language matches the previously detected language, then a message appears that asks the agent if the language detected is correct.
- If the agent clicks "no", the transcript pop out window opens, with a prompt for the agent to highlight a section of text. This highlighted section is used to re-detect the language of the end user.
- If the agent clicks "yes", the alert is dismissed. No further action is performed.