Genesys Cloud
On-demand translation of interaction transcripts
| Announced on | Effective date | Aha! idea |
|---|---|---|
| 2024-12-09 | Aha! link |
In a future release, Genesys Cloud will introduce on-demand translation of transcripts as part of its supervisor AI features. This feature allows supervisors and contact center managers to translate voice and digital interaction transcripts into their preferred language, enabling better understanding of customer interactions, especially when dealing with multiple languages or dialects.
Previously, supervisors could only rely on transcripts in the original language of the interaction. The new translation capability gives supervisors clearer insights into customer concerns, improving their ability to assess and manage interactions across diverse languages.
Note: Digital transcripts that are generated without a WEM license are not translated.
Key details:
- A translation icon will be added to the Interaction Details page for any interaction with a transcript.
- Supervisors can toggle the translation icon to view transcripts in their chosen language.
- A spinner will indicate processing, with most translations completed in under 10 seconds.
- Users can select their desired language from a dropdown menu if needed.
- Voice transcriptions.
- Chats, digital messaging, and email (up to 10,000 characters).
- Translations will automatically detect the input language based on interaction settings.
- The original transcript remains accessible during translation processing.
- Supervisors can only copy the original language, not the translated text.
