Language re-detection in the Language IO component
The Language IO component 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, then switches to English themselves during the conversation.
The app compares the source and target texts and sends the alert if it detects that they are identical. This new alert message prompts the agent to re-detect the language to prevent potentially unnecessary translations.
Note: In rare cases, Language IO may not alert agents when the language of the end user changes, if the end user’s message can still be translated into the agent’s language. This may happen when the previous and new end user language are linguistically similar enough that the server can translate the text accurately even though the source language in incorrect. This can cause the comparison to fail.