Language AI allows consumers to engage in their native language, even if agents don’t speak the language. Monolingual agents can now provide multilingual support with machine translation built right into the Helpshift platform. With Language AI: Translation of Agent-User Conversations, agents can focus on what they do best—making consumers happy.
Language AI automatically detects the issue language for translations. If needed, the agent can manually change the issue language to any of the supported languages.
If the agent’s default language is English and the consumer submits a query in another language, a Translate button appears next to the end user's message.
Clicking it instantly translates the message into the agent's language (English). Both the original and translated messages are shown in the conversation, making communication smooth and effective.
Language AI works with two types of translation engines:
- Generic Engines
- Custom-Trained Engines
By default, Language AI uses pre-trained generic engines for translations. However, Language AI is flexible and can be configured to work with custom-trained engines based on branding requirements.
Generic Engines
Generic engines are pre-trained AI models designed to translate text from one language to another. They're created by training on a diverse set of data sources to ensure broad coverage of languages and content.
List of supported languages for generic engines
Custom-trained Engines
Custom-trained engines provide AI models fine-tuned with your specific data. This delivers key advantages over default generic engines:
- Precise, contextual translations that accurately reflect industry and brand terminology
- Consistent brand voice and style across languages
- Ideal for translating industry-specific content containing unique jargon
By training models with your own data, these tailored engines ensure maximum relevance and accuracy for your content, maintaining your brand identity globally. List of supported languages for custom-trained engines
End user experience
End-users will have seamless experience as if they are interacting with an agent in their native language (For example, Spanish in the below image).
Important to know
Agent Language Support: Supported Agent language is English.
Availability of Translation Feature: This feature is available for ongoing or open issues only. It is not available for already resolved or rejected issues. However, if translations were performed while the issue was open, you can still view both the original and translated messages for resolved or rejected issues also.
Language AI uses metadata language as end-user’s language by default. Please make sure you enable language detection flag all the times in your issue language settings page to ensure metadata language is correct.
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