initializeNewConversation is invoked by the Communication Panel when a new chat or call is accepted by an agent.
Real time translation is one of the most useful and unique features available in Digital Messaging for Dynamics 365 Customer Service.
It helps you make your contact centers efficient. Agents who could serve part of your customer base due to the language barrier, can now do that. This helps your customers by connecting them to the most skilled agents to solve their problem. And, better agent-customer match results in a much more efficient, and effective customer service for your organization.
Setting up real time translation is a little tricky, however. Let's dive deeper.
How Does Real Time Translation Work?
When language translation is enabled, agents can see the messages from customers translated to the agent's default language, irrespective of the language that customer use.
Agent can reply in his or her default language, and customer sees the message in their language.
Customer and Agent Experience when translation is active
Authoring the Web Resource
The heavy lifting in the translation process is done by Communication Panel and a WebResource that you need to author and import into your Dynamics 365 org.
Microsoft has provided a sample Web Resource file for you to use. Note that this is provided as-is without warranties.
If you are implementing this in production, you need to clearly
understand that requirements that the Web Resource need to meet.
The Web Resource implements TranslationProvider class, which provides two functions.
//registering the methods which Omnichannel will call for translating messages for a given conversation
window.Microsoft.Omnichannel.TranslationFramework.getTranslationProvider = function () {
return {
initializeNewConversation: myInitFunction,
translateMessage: myTranslationFunction
}
};
translateMessage is invoked for each message needs translation.
You can use Azure AI Services or Google Cloud Translation to provide the translations. Note that you might have to detect the customers language from the message if the language is not provided by the system as part of initializeNewConversation event.
Once you have the web resource ready, upload it to your Dynamics environment. More information on Web Resources are available here.
Setting up agent's language
First, set the default input language for the agents, in Real time translation settings.
Set up Agent' default input language
Agent's can set their language using Personalization Settings from the top-right gear icon.
Enable The Feature
Open up Customer Service Admin Center, and navigate to Insights -> Real time translation. You can enable the feature here and select your Web Resource and the Translation Provider.
Note that there is a bug in the configuration UX, which prevents you
from entering the Web Resource URL, unless you use double slashes! For
example, if your web resource name is XpertisoTranslator, the URL you
input might look like this:https://YOURORG.crm.dynamics.com//WebResources//new_XpertisoTranslator
Challenges and Limitations
Using generic translator service might not fit all businesses. If you have a business where specific words might take a meaning
different than the generic one, you will have trouble with the Azure or Google translator APIs.
The solution to this will depend on how much customization you might need. You might be able to customize some of the translations. For example, Azure Translator supports Dynamics dictionaries.
If customizations does not support your business case, next option is to retrain available NMT models and host them.If you are looking for a partner to evaluate your real time translation requirements and assess options, talk to us today!
About Xpertiso
Xpertiso is a technology and business firm with deep expertise in contact center implementations. We help our client transform their contact centers using cutting edge technology solutions and build solid foundations for their business. Contact us today to learn more.