Using Translation Optimization in Language I/O Inline Translation for Chat, Tickets, and Messaging

This article describes how translation optimization works in Language I/O Inline 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 Inline Translation for for Chat, Tickets, and Messaging from version 1.20 and later.

Note: Translation Optimization is not enabled by default. You can enable from the Support App Settings:

Using translation optimization

How it works

1. When you accept a session and launch the Language I/O app, you can see a new “Translation Optimization” toggle above “Auto Translate (inbound):
   
   
   Note: You can manually toggle this feature on and off during the conversation, as applicable (For more details, see Additional Notes section below).
2. Translate the outbound message as you regularly would.
3. 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. 
4. The optimized text will display in the same internal note as the original message for the agent’s reference.
5. 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 translation optimization using the toggle.