What is Optimization and how does it work?

When 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. If the optimized message falls below a quality threshold that you defined with Language I/O (Optimization Quality Estimate, or Optimization QE), the optimization operation is cancelled and the original, non-optimized message is sent for translation instead.

Optimization is currently available in Salesforce Chat, Salesforce Messaging, Zendesk Chat & Tickets (Parallel & Inline), and as a parameter in the the Language IO API's Translate endpoint, with more integrations to follow.

Example

Optimization can make a long message more direct and, to a certain extent, through this rephrasing, fix typos that were in the original text.

For example, suppose that an agent enters the long introduction below:

• Original message: "Hi, this is John, Let me give a quik look over on your chat with our Chatbot you had earlier so I can get up to speed, and that way you won’t have to give me all the details you already provided. Please give me just a few seconds and I’ll be right back to contniue our conversation."

Note that in addition to being verbose, the message also contains two typos. Using optimization, the source is processed before translation, resulting in this streamlined version:

• Optimized message: "Hi, this is John. I'm going to look at your chat with our chatbot so I can understand what's going on. That way, you won't have to repeat yourself. Please give me a few seconds and I'll be right back."

As a final step after optimization, a Quality Estimate check kicks in to make sure that the process did not remove too much context. If the similarity between the source content and optimized content comes back lower than the threshold, this means that the optimization process either removed too much content, or changed the wording too much, and it fails back to the original input content. This makes sure that the translated message retains the original's intent:

• Translation: "Bonjour, c'est John. Je vais regarder votre conversation avec notre chatbot pour comprendre ce qui se passe. Ainsi, vous n'aurez pas à vous répéter. S'il vous plaît, donnez-moi quelques secondes et je reviens tout de suite."

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".