Cross-Channel Translation for Multilingual Customer Support in Oracle Service Cloud

Posted on April 27, 2016

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By Ivy Hughes

Ivy_Professional.jpgYou asked. We listened. Just in time for the Oracle Modern Service Experience Conference in Vegas, we found yet another way to make your customer service agents’ lives easier.

We have now integrated the LinguistNow® Incident/ticket translation solution with our Answer/knowledgebase translation solution within Oracle Service Cloud (OSC). That’s a long-winded way of saying we’re now providing multiple customer support channels through translation. 

Before the Oracle Modern Service Experience conference in Las Vegas, we minimized our customers’ costs by translating their Standard Text responses stored in OSC. These are the responses to common questions so customer service agents don't have to write the same response over and over again. For example, many customer service representatives get the question, “How do I reset my password?”

The agent would search for that response in the customer’s language and add it to their response email. By translating this database of Standard Text, we help our customers keep their translation costs down. Instead of having to pay for the same response to be translated over and over, the client only paid for one translation in each language.   

This was a great idea, but we wanted to make it better. We wanted to integrate our LinguistNow® translation solution across multiple support channels. Many clients were already using our LinguistNow® product to translate both their Answer content within OSC as well as their Incident responses. We wanted to make it easier for the customer services agents answering these emails to provide links to those LinguistNow®-translated Answers directly in their response emails. So that’s exactly what we did.

One of our new clients, TuneCore, asked if we could assist with this cross-support-channel solution by creating a report that allowed an English-speaking agent to easily find the correct FAQ in any language and embed a link or the content of that FAQ inside of their Incident response. In short, to tie the LinguistNow® Answer solution directly into the LinguistNow® Incident solution. And we did!

First, here's a view of the LinguistNow® Agent Response Editor available within the Incident workspace where the agent authors the response to a customer question in their own language, inserting any untranslated standard text and a custom response.

07_incident_linguistnow_agent_response_custom.jpg

Second, here's a view of an OSC repository containing Standard Text translated by LinguistNow® and categorized by language. This makes it easy for the agent to find the needed Standard Text in the correct language and from inside the Incident workspace to embed it in her response to the customer.

10_incident_messages_tab_standard_text.jpg

Third, here's a view of our custom Search Knowledgebase report, where from inside the Incident workspace, the agent is able to search for translated articles/Answers to embed in her response to the customer.

12_incident_messages_found_FAQ.jpg

Lastly, here's the final, translated response in Japanese, all ready to send. Note that it includes the custom response translated by LinguistNow®, the Standard Text translated by LinguistNow® and a link to a related Answer, also translated by ... you guessed it, LinguistNow®.

14_incident_messages_insert_jp_FAQ.jpg

Today when LinguistNow® is installed for both Answer and Incident translation, we create the above Standard Text and Search Knowledgebase reports that allow support agents to not only search for the translated answers to commonly asked email questions (a.k.a. Standard Text) but to also search for the translated FAQ/Answer related to their questions, retrieve the LinguistNow-translated version of that article and send the translated response to the customer.

You asked, we listened.

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